Head of Customer Success

Notable is the leading healthcare AI platform for transforming workforce productivity. Health systems, hospitals, and payers use Notable to improve healthcare quality, close gaps in patient care, drive member enrollment, and patient acquisition, retention, and reimbursement, scaling growth without hiring more staff.

We are on a mission to improve the lives of patients, staff, and clinicians - to improve healthcare for humanity. This isn't just a lofty goal - it's something we're achieving every single day. When you join Notable, you become part of a force actively transforming healthcare. Our aim to impact 100 million patients isn't just a number; it's a commitment to creating meaningful change on a massive scale.

Therefore, our culture is purposeful in pursuit of this mission. We believe our culture gives each person the opportunity to do the best work of their lives, work with the best teammates, and have fun achieving great things together.

Role Summary:

We’re looking for an experienced Head of Customer Success to lead our newly founded Customer Success team. This role will be responsible for building a strong operational foundation, standardizing customer success tools and practices, and deepening the team’s strategic capabilities. The ideal candidate has a proven track record in managing and growing high-performing Customer Success teams, excels in executive communication, and can navigate complex customer relationships with a strong mix of technical and commercial acumen.

What You’ll Do:

• Lead and develop a high-performing Customer Success team, focusing on skill-building, growth, and elevating team capabilities.

• Establish and refine scalable processes, tools, and metrics to drive data-driven customer success operations.

• Act as a key escalation point for high-stakes customer issues, guiding the team in resolving complex challenges effectively.

• Collaborate closely with cross-functional teams to enhance customer experience, improve operational efficiency, and provide customer insights to drive product improvements.

• Maintain and deepen relationships with key customers, providing strategic guidance on solutions, and advising on best practices to support their success.

• Oversee customer accounts and manage customer P&Ls, ensuring alignment with both customer objectives and organizational goals.

• Be accountable for customer retention, with a track record of successfully managing GRR

What We’re Looking For:

• 10+ years of experience in customer success or a related field, with at least 7 years in a managerial or team lead role.

• Demonstrated success in building and scaling customer success teams in HealthTech or Healthcare.

• Strong executive communication skills, with the ability to listen actively, articulate solutions clearly, and engage effectively with senior stakeholders.

• Proven experience in customer success operations, including experience with Salesforce (preferred but not required).

• Solid financial, commercial, and business acumen, with a strategic understanding of customer P&Ls and the ability to advise on complex business matters.

• Technical proficiency to understand and discuss solutions with both primary and technical stakeholders, offering in-depth insights on product use and implementation.

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