[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. A confidential, high-growth healthcare technology company is hiring a Customer Success Lead to strengthen strategic client relationships, improve retention, and drive account expansion. The role will build scalable customer success operations while leading onboarding, implementation, and cross-functional efforts to improve customer outcomes; Premier Global Links LLC is recruiting on the company’s behalf.

Responsibilities

• Own strategic and enterprise customer relationships, serving as the primary point of contact for key accounts
• Manage a portfolio of clients, strengthen long-term partnerships, and identify upselling and cross-selling opportunities
• Drive customer onboarding and implementation from initial scoping through go-live, ensuring successful launches
• Resolve customer escalations, identify root causes, and coordinate solutions across internal teams
• Build scalable customer success processes, onboarding workflows, playbooks, performance metrics, and reporting systems
• Identify and address operational gaps while remaining hands-on with day-to-day execution when needed
• Establish customer success performance measures, team incentives, and operating procedures
• Use customer and operational data to identify risks, improve service delivery, and increase retention
• Partner with company leadership to evolve the customer success strategy as products and sales processes expand
• Collaborate with Customer Success, Support, Operations, and other cross-functional teams to improve customer outcomes

Skills

• 7–10+ years of experience in Customer Success, Account Management, or a closely related client-facing role
• Demonstrated ownership of strategic accounts or a book of business, including customer retention, relationship management, and account expansion
• Experience leading customer onboarding or software implementation from requirements gathering through go-live
• Proven ability to manage escalations, solve operational problems, and improve customer outcomes
• Experience building scalable processes, workflows, playbooks, or performance measurement systems
• Experience working in an early-stage or high-growth startup environment
• Strong analytical skills, including the ability to use data to identify root causes and recommend improvements
• Excellent communication, stakeholder management, and problem-solving skills
• Ability to work independently, take initiative, and balance strategic planning with hands-on execution
• University degree required
• Experience in healthcare technology, healthcare compliance, or healthcare operations
• Experience leading or developing a Customer Success team
• Experience managing enterprise customers and complex client implementations
• Familiarity with customer success metrics, renewal forecasting, account expansion, and operational reporting
• Experience improving processes in a rapidly scaling organization with limited established systems

Benefits

• Target on-target earnings of $150,000–$250,000, including performance-based compensation.
• Competitive equity opportunity, subject to company terms.
• Remote work arrangement with flexibility for candidates across eligible locations.
• Opportunity to shape customer success strategy and build scalable operations at a growing healthcare technology company.

Company Overview