Head of Customer Success

About the Role

We are looking for a Head of Customer Success to join our growing organization. This is a pivotal leadership opportunity where you will lead a dedicated team of Client Partners. Your primary focus will be on ensuring the overall success, long-term retention, and strategic growth of our valued clients. You'll be instrumental in shaping our customer success strategies, fostering deep partnerships, and ensuring our clients derive maximum value from our Care Enablement and Telehealth solutions. This role offers the chance to significantly impact healthcare. This role offers the chance to significantly impact healthcare by transforming how patients access and experience care across the nation.

As a Head of Customer Success, you will:

• Lead and inspire by building, coaching, and mentoring a high-performing team of Client Partners, championing a culture centered on customer advocacy, accountability, and continuous growth.
• Create direction when there is ambiguity by diving in, head first, to problems both internal and external where clarity is lacking, asking insightful questions, thinking critically, and comfortably defining and proposing solutions and strategic direction.
• Strategize for success by developing and executing a comprehensive customer success strategy that aligns with our company objectives, with a sharp focus on driving product adoption, guaranteeing client retention, and uncovering expansion opportunities within Hospitals, Health Systems, and Payers.
• Cultivate key relationships by overseeing and actively participating in senior-level client relationships, serving as a trusted strategic advisor to key decision-makers.
• Drive value realization by deeply understanding our products and ensuring clients are effectively leveraging our platforms to achieve their critical clinical, operational, and financial goals.
• Champion onboarding excellence by guiding the client onboarding journey, ensuring a smooth transition and rapid time-to-value for new partners.
• Engage proactively and manage risk by implementing proactive client engagement models and health monitoring systems to swiftly identify and address potential risks.
• Secure renewals and fuel growth by driving exceptional renewal rates and pinpointing opportunities for upselling and cross-selling our evolving suite of solutions.
• Be the voice of the customer by creating and managing robust feedback channels, collaborating closely with Product, Sales, and Marketing to inform our product roadmap and strategic initiatives.
• Measure what matters by defining, tracking, and reporting on key customer success indicators (e.g., NPS, GRR, NRR, CLTV, adoption metrics).
• Scale and optimize by designing, refining, and implementing scalable processes, playbooks, and best practices to enhance the Customer Success team's efficiency and impact.
• Stay ahead of the curve by maintaining a comprehensive understanding of industry trends in Care Enablement, Telehealth, and the evolving landscape of US healthcare to keep our customer success strategies cutting-edge.

Requirements for the Role

• 8+ years in Customer Success, Account Management, or a related client-facing leadership role, ideally within a SaaS or HealthTech environment.
• Bachelor's degree in Business Administration, Healthcare Administration, or a related discipline.
• Demonstrated ability to successfully lead and develop customer-facing teams, whether in a formal or informal capacity.
• Proven experience working autonomously to set goals, direction, and strategy for a team, coupled with a clear sense of accountability.
• Significant experience creating and implementing new processes, tools, and strategies for a team to follow, from scratch.
• Demonstrated ability to create and implement customer success strategies that yield measurable results in retention, adoption, and revenue growth.
• Demonstrated experience identifying upsell or growth opportunities within a client base.
• Established familiarity with the US healthcare ecosystem, including the unique challenges and business drivers for Hospitals, Health Systems, and/or Payers.
• Basic familiarity with the healthcare IT space and general understanding of standard technical concepts such as HL7 data, FHIR data, etc.
• Demonstrated experience working closely with clients utilizing highly configurable software products.
• Demonstrated experience assessing customer needs and scoping software solutions for customers based on an understanding of these needs.
• Demonstrated experience working cross-functionally within a company on a day-to-day basis.
• Exceptional leadership and people management capabilities.
• Exceptional comfort and desire to work in an unstructured environment where structure and resources often must be created or sought out.
• Outstanding communication, interpersonal, and presentation skills, with comfort engaging with C-suite executives.
• A strategic and analytical thinker with a proactive, results-oriented approach.
• A natural ability to build and nurture long-term client relationships.
• Data-driven, with proficiency in CRM (e.g., Salesforce) and customer success platforms (e.g., Gainsight, ChurnZero).
• A deep commitment to customer advocacy and delivering outstanding client experiences.
• Adaptability and resilience in a fast-paced, evolving scale-up environment.
• Comprehensive understanding of Care Enablement and Telehealth solutions.

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At Fabric, we believe that a diverse workforce is essential to our success. We are an equal opportunity employer and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis ofrace, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic. We actively encourage individuals from all backgrounds to apply.

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