[Remote] Head of Customer Success

Note: The job is a remote job and is open to candidates in USA. Staritas is seeking a Head of Customer Success to lead customer success, implementation, and related client-facing functions. The role develops client-focused strategy and processes, strengthens healthcare client relationships, and drives satisfaction, retention, adoption, and growth in partnership with cross-functional teams.

Responsibilities

• Develop and execute the customer success strategy to drive client satisfaction, retention, adoption, and account growth
• Lead, mentor, and develop Customer Success and Implementation team members
• Establish and monitor key performance indicators (KPIs) related to client health, retention, adoption, and overall satisfaction
• Build and maintain executive-level relationships with key clients and stakeholders
• Oversee client onboarding, implementation, adoption, renewal, and escalation processes
• Partner with Sales to support account retention, expansion opportunities, and strategic client initiatives
• Collaborate with Product, Technology, and Operations teams to advocate for client needs and improve service delivery
• Analyze customer success metrics and feedback to identify trends, risks, and opportunities for improvement
• Develop scalable processes, tools, and best practices to support a growing client base
• Lead resolution of high-priority client concerns and drive continuous improvement initiatives
• Prepare and present customer success performance metrics and strategic recommendations to leadership
• Perform other duties as assigned

Skills

• Bachelor's degree in Business Administration, Healthcare Administration, Management, Communications, or a related field
• Minimum of seven (7) years of progressive leadership in customer success, account management, client services, healthcare technology, or a related field
• Demonstrated success leading customer-facing teams and driving client retention, satisfaction, and adoption initiatives
• Proven ability to develop customer success strategies, performance metrics, and scalable operational processes
• Strong background managing strategic client relationships and engaging executive-level stakeholders
• Collaboration with cross-functional teams to achieve client and organizational objectives
• Knowledge of healthcare provider environments, including hospitals, health systems, physician practices, and other care settings
• Utilization of healthcare analytics, performance measures, and data-driven insights to improve client outcomes and operational effectiveness
• Proficiency with CRM, customer success, and client relationship management platforms
• Strong analytical skills with the ability to interpret customer success, adoption, retention, and healthcare performance metrics
• Proficiency in Microsoft Office Suite, including Excel, PowerPoint, Word, Outlook, and Teams
• Familiarity with SaaS applications, healthcare technology platforms, and cloud-based solutions
• Understanding of healthcare analytics, data visualization, and performance reporting
• Knowledge of healthcare data privacy, security, and regulatory requirements, including HIPAA
• Background in healthcare technology, SaaS, revenue cycle management, population health, healthcare analytics, or related healthcare services
• Familiarity with quality improvement, supply chain, clinical, operational, or financial analytics solutions
• Leadership of implementation, onboarding, professional services, or customer-facing operations teams
• Contributions to client retention, growth, and account expansion strategies

Benefits

• Performance bonus program
• Fully remote work environment
• 401k match
• 19 days of PTO per year
• 10 holidays per year
• Opportunity to work in a mission-driven organization where your work directly shapes clarity, confidence, and better outcomes across healthcare
• Medical, dental, and vision coverage
• Retirement savings plans with company contributions
• Paid time off and company holidays
• Paid parental and family leave
• Access to employee assistance and wellness resources
• Life and disability insurance
• Professional development opportunities
• Flexible work arrangements

Company Overview