Head of Customer Success – Healthtech
Location: Remote (U.S.-based) | 30 – 50% Travel Required
Carex is partnering with a healthcare technology partner to find a dynamic and customer-obsessed Head of Customer Success to lead and scale the enterprise customer success organization. Reporting to the Chief Revenue Officer, this executive leader will be accountable for driving retention, expansion, advocacy, and measurable outcomes across a 125+ health system client base. As the company accelerates toward a $250M revenue target, this role is critical in building a scalable, data-driven model that aligns client satisfaction with business growth.
What You’ll Do
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Strategy & Leadership
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Define and execute a comprehensive customer success strategy that maximizes retention, adoption, and account growth.
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Build, lead, and mentor a high-performing team of account leaders.
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Establish operational rhythms and frameworks that align customer lifecycle management with revenue objectives.
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Revenue & Retention Impact
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Drive net revenue retention (NRR) and gross retention (GRR) through proactive client management and executive-level engagement.
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Collaborate across Sales, Marketing, and Product to identify upsell and cross-sell opportunities driven by demonstrated customer ROI.
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Advocate for customer needs and ensure feedback informs roadmap and service improvements.
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Operational Excellence
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Implement metrics and dashboards to monitor customer health, usage, renewals, and NPS.
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Partner with cross-functional teams to enhance onboarding, adoption, and renewals.
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Utilize AI-driven insights and automation to proactively manage risk and uncover opportunities.
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Develop scalable playbooks for both strategic and tech-enabled customer engagement models.
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Cross-Functional Collaboration
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Influence product development with real-world customer insights.
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Ensure seamless implementation experiences and rapid time-to-value.
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Collaborate with Finance on forecasting renewals and modeling churn risks.
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What You’ll Bring
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10+ years of experience in Customer Success, Account Management, or Client Services within SaaS, digital health, or HCIT sectors.
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Proven success leading enterprise customer success teams during high-growth phases (e.g., $50M+ to $200M+ ARR).
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Strong knowledge of healthcare provider operations and value realization methodologies.
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Expertise in implementing customer success platforms and KPIs linked to revenue outcomes.
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Executive presence with the ability to engage and influence health system C-suite stakeholders.
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Demonstrated ability to build, coach, and retain high-performing teams.
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Bachelor’s degree required; MBA or advanced degree preferred.
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Preferred experience in AI-powered healthcare solutions, digital engagement platforms, or product-led growth environments.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.
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