Client Success Team Lead

Client Success Team Lead (Onboarding / Retention) We’re building infrastructure that makes healthcare innovation easier. The organizations we support already serve millions and manage large-scale healthcare operations across the U.S. We work with leading healthcare groups backed by top Silicon Valley investors such as Sequoia, General Catalyst, Y Combinator, Kleiner Permkinds, Stanford, Khosla Ventures, and others. Our mission is to enable more advancement in healthcare – making care more accessible and affordable for patients. About our Team Our leadership previously founded and scaled a national digital health company, backed by renowned investors, that grew from a small team into a large‑scale organization and was successfully acquired. We’re a tight‑knit team driven to move fast, tackle some of the biggest challenges in healthcare, and ultimately improve patient lives. About the Role Our business continues to grow, with fast‑growing healthcare companies as our partners. With this growth, we’re looking for a Customer Success Lead to work closely with our CEO and members of our leadership team to help us manage the next level of scale. Specifically, this role will manage and lead our growing Customer Success team, which focuses on helping new groups onboard onto, and succeed with, our company. What You’ll Own Help lead key aspects of our operations, overseeing workflows and people managing teammates across our Client Success team. Own important cross‑functional projects that are leadership’s top priority. You’ll be working closely with our CEO and other members of the leadership team to scale our business. Manage either the onboarding or retention team, serving as an escalation point for the team you lead; helping unblock clients. Act as the main point of contact for high‑priority clients, owning their onboarding experience, helping them get set up with our services, and supporting their satisfaction as they scale. Help build rigorous systems to help us increase productivity and work more effectively to reach the next 10x of scale. Proactively remove process roadblocks (as well as the most complex client challenges) that stand in the way of the Client team’s success and momentum. Support in the hiring and onboarding of new teammates across Client Success and Ops as we rapidly grow. Lead and develop our existing Ops organization by providing mentorship, coaching, and building leaders. Inspire the team with the example of your leadership, drive, grit, empathy, and high‑velocity execution. What You Bring Operational excellence: You have an extremely high volume of what you get done on any given day. Ability to wear multiple hats: you’re quick to jump into things, context‑switching across different functions dependent on team needs. Excellent leadership skills and demonstrated ability to inspire a team. Talent magnetism: exceptional people want to work with you. Strong attention to detail and track record for getting the details right. Self‑motivated, resourceful and quick to take initiative in ambiguous situations. Interest in working in healthcare and helping healthcare innovation flourish. Leadership and drive; you have a hunger for self‑improvement and want to be around the most talented teammates who push you toward it. Excited by a fast‑paced, startup culture where you’ll navigate ambiguity and solve big problems, with very high autonomy. An eye for identifying process improvement opportunities and creative ways to better structure operations. 3‑5+ years of experience in customer success or related roles. What we offer Highly competitive salary and equity (we want you to share in our growth) Compassionate, fun, and mission‑driven culture of excellence and innovation. (We help companies bring new life‑changing care models into the world.) Many growth and advancement opportunities (the company is growing fast, so there are many opportunities to step up). Hybrid set‑up. Must be based in either New York or Toronto. Paid Time Off: Vacation days and paid holidays. Comprehensive health plans so you feel your best. Culture of mentorship, learning, independence, and critical‑thinking. This role has a preference for Eastern Time (EST) hours (some flexibility there other North America time zones) Seniority level Mid‑Senior level Employment type Full‑time Job function Marketing and Sales Industries Technology, Information and Internet #J-18808-Ljbffr