Head of Customer Success

Job not on LinkedIn

🔥 17 hours ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

🗽 New York – Remote

🗽 New York – Remote

💵 $155k - $190k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 17%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Medsender

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 Seed Round on 2020-12

Healthcare • Healthcare Insurance • SaaS

Medsender is a HIPAA-compliant digital fax solution designed specifically for healthcare providers. It leverages artificial intelligence to automate tasks such as referral processing, document management, and scheduling, significantly improving efficiency by reducing turnaround times and minimizing administrative work. The platform integrates seamlessly with electronic medical record (EMR) systems, ensuring that patient records are always up-to-date and making it easier for healthcare practices to manage their workflows.

📋 Description

• Own customer success, implementation, and support • Carry gross and net retention as the primary metrics • Diagnose churn by practice size, EHR, product line, onboarding cohort, and tenure • Build health scoring and account coverage models • Systematize expansion motions and partner with sales on expansion hand-offs • Make implementation measurable and establish time-to-value targets by segment • Connect onboarding quality to first-year retention • Own support responsiveness and quality • Build documentation, in-product guidance, and AI-assisted triage to scale support • Define the customer journey from contract to renewal and assign ownership at each hand-off • Bring customer insights into product on a predictable cadence • Supply references and performance data for analyst relations and case studies • Assess, develop, and structure the team for a doubling book of business • Hire as the customer book grows • Report to the CEO

🎯 Requirements

• 7+ years in customer success or customer operations • 3+ years managing across more than one function • Experience owning and improving a gross retention number • Experience running or closely partnering with implementation • Experience operating at SMB scale with hundreds of accounts and small ACVs • Hands-on CRM and customer data experience • Ability to build the first version of health scoring • People management and organizational-structure decision-making experience • Healthcare or health-tech experience strongly preferred, including practice workflows, EHR integrations, and HIPAA • Experience with AI-enabled products and setting customer expectations around them nice to have • Support tooling and deflection at scale nice to have • Expansion quota or management experience nice to have • HubSpot experience nice to have • Must reside in the US or Canada; application asks about US work sponsorship

🏖️ Benefits

• Health, dental, and vision • Unlimited PTO • Regular company offsites • Equity • Bonus