Head of Customer Success (Remote) - 4431

HireClout

Our client is a leading health insurance platform helping millions of people yearly.

What You Will Be Doing

Oversee ticketing, support, and onboarding teams, ensuring efficient processes and high-quality customer service
Develop strategies to boost satisfaction, reduce churn, and drive product adoption
Manage customer onboarding, ensuring seamless setup and full platform utilization
Handle critical escalations and build strong relationships with key customers
Continuously enhance technical support through process optimization, ensuring fast response times and effective issue resolution
Collaborate with support and development teams to troubleshoot technical challenges and identify product improvements
Supervise the creation of knowledge base content, including articles and videos, to promote self-service
Lead customer training initiatives to maximize platform value
Partner with product, sales, and marketing teams to align on customer needs and improvements
Act as a primary contact for high-value clients, ensuring their long-term success

Demonstrated leadership in customer success or support, preferably in healthcare SaaS, EMR, or practice management
Strong technical skills, including BI/Analytics tools for KPI dashboards, basic troubleshooting, and scripting for data automation
Passion for customer success with a proactive, strategic approach to issue resolution
Experience building and leading high-performing customer success or support teams
Strong problem-solving abilities with a focus on continuous process improvement
Proficiency with technology and database tools, including scheduling systems, ticketing platforms, and Excel
Background in healthcare, EMR/EHR systems, or integrative and wellness practices is essential

Benefits and Perks:

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

This position does not offer sponsorship.

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REF: JOB-4431