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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing high-performing Customer Success teams, with a focus on building strategic relationships and improving operational processes. Proven ability to leverage customer insights and data to enhance satisfaction, retention, and overall customer experience.
Highest-signal resume keywords
Customer Success ManagementTeam LeadershipPerformance ManagementOperational ImprovementStrategic Relationship Building
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success OperationsData AnalysisProcess DesignMetrics DevelopmentCoaching and Development
Soft Skills
Excellent CommunicationExecutive PresenceInfluencing Without AuthorityCollaborationCustomer Advocacy
Tools & Technologies
Automation ToolsReporting SoftwareCustomer Health Measurement Tools
Industry Keywords
HealthcareDigital HealthAccount ManagementCustomer EngagementHigh-Growth Environment
About the role
Key responsibilities & impact- Lead, coach, and develop a team of Customer Success Managers
- Build a culture of accountability, collaboration, customer advocacy, and continuous improvement
- Develop team members’ customer success, consultative, and leadership skills through coaching and feedback
- Establish performance expectations and support career development
- Grow future leaders and strengthen the team as the business scales
- Lead the team in delivering customer satisfaction, adoption, retention, and long-term partnerships
- Coach Customer Success Managers in executive relationship-building and strategic advising
- Partner on strategic relationships, executive engagement, and complex customer situations
- Identify expansion opportunities and partner with Commercial to advance customer-value opportunities
- Lead customer escalations through thoughtful resolution
- Champion the voice of the customer across the organization
- Design and improve the Customer Success operating model
- Build repeatable playbooks, processes, and operating rhythms
- Improve customer health measurement, forecasting, reporting, and operational metrics
- Simplify work through automation, standardization, and technology
- Evolve customer segmentation, engagement models, and capacity planning
- Partner with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial
- Translate customer feedback into improvements to products, services, and processes
- Remove friction across the customer journey and contribute to strategic initiatives
- Establish Customer Success as a trusted strategic partner across the company
Requirements
What you’ll need- 5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function
- 3+ years directly managing and developing Customer Success Managers or other customer-facing individual contributors
- Demonstrated success building high-performing teams through coaching, performance management, and leadership development
- Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows
- Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions
- Excellent communication skills and executive presence, with the ability to build trusted relationships internally and externally
- Proven ability to influence cross-functional teams without direct authority
- Experience working in a fast-paced, high-growth environment
- Healthcare, digital health, employer-sponsored healthcare, or health plan experience is preferred
- Must be authorized to work in the United States without visa sponsorship
- Must not require future visa sponsorship to continue working legally
Benefits
Comp & perks- Health, dental, and vision insurance
- Flexible PTO
- Work from home options
- Professional development budget
- Continuing education support
- Opportunity to make a meaningful impact on chronic disease management and patient outcomes
- Collaborative, mission-driven culture
- Startup environment with experienced founders
- Collaborative learning mindset and passion for improvement
- Opportunity to shape technology, infrastructure, and culture