The role, as published
About the company
Our client is a healthcare technology company.
The role
Raydar is recruiting for this role on behalf of our client. Lead the customer success function as a player-coach, personally managing a small portfolio of top accounts while guiding a small team. The work spans senior-level relationship building, getting customers live after initial pilots, and improving the team's operating playbooks.
What you'll do
- Manage a portfolio of strategic accounts and build strong working relationships with senior leaders at those customers, which makes up most of the role.
- Coach and lead a small team of deployment and technical specialists.
- Review and strengthen existing deployment and customer success playbooks so they become a more repeatable process.
- Move customers from pilot to go-live, shorten deployment timelines, and protect account health and net revenue retention.
- Reduce churn by working proactively with customers to realize the value of their contracts.
- Identify technical issues in customer system integrations at a high level and partner with engineering leadership to resolve them.
- Take over existing key customer relationships from technical leadership.
What we're looking for
- Five or more years in a role accountable for large business customers and their ongoing relationships.
- Hands-on ownership of enterprise accounts within customer success or deployment work.
- Credibility and rapport with top-level leaders, so you can step into key accounts right away.
- Track record supporting customers after the sale on technical products that need tailored integrations, ideally in healthcare or B2B SaaS.
Bonus points
- Some experience managing one or two direct reports.
- Background in solutions engineering.
Benefits
- Health, dental and vision coverage
- Commuter benefits
Location and work model
- New York, NY, United States
- On-site, 5 days per week in office
- Full-time
Compensation, as the posting describes it
- Equity
- Flexible time off