Customer Success Manager driving expansion revenue for Hospitable’s short - term rental software. Managing consultative customer engagement, product adoption, QBRs, and revenue pipeline performance.
About the role
- Head of Customer Success leading retention, expansion, implementation, and support for Medsender’s healthcare automation platform. Owning customer health, journey design, and team growth.
Responsibilities
- 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
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Degree requirement
No Education Requirement
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