Customer Success Lead

Premier Global Links LLC is recruiting on behalf of a confidential, high-growth healthcare technology company that helps healthcare organizations manage compliance and operational workflows. The company is growing rapidly and is seeking a hands-on Customer Success Lead to strengthen strategic client relationships, improve customer retention, drive account expansion, and build scalable customer success operations.

This role is ideal for an experienced customer success or account management professional who combines strategic thinking with strong operational execution and thrives in a fast-growing startup environment.

Key Responsibilities

• Own strategic and enterprise customer relationships, serving as the primary point of contact for key accounts.
• Manage a portfolio of clients, strengthen long-term partnerships, and identify upselling and cross-selling opportunities.
• Drive customer onboarding and implementation from initial scoping through go-live, ensuring successful launches.
• Resolve customer escalations, identify root causes, and coordinate solutions across internal teams.
• Build scalable customer success processes, onboarding workflows, playbooks, performance metrics, and reporting systems.
• Identify and address operational gaps while remaining hands-on with day-to-day execution when needed.
• Establish customer success performance measures, team incentives, and operating procedures.
• Use customer and operational data to identify risks, improve service delivery, and increase retention.
• Partner with company leadership to evolve the customer success strategy as products and sales processes expand.
• Collaborate with Customer Success, Support, Operations, and other cross-functional teams to improve customer outcomes.

Required Qualifications

• 7–10+ years of experience in Customer Success, Account Management, or a closely related client-facing role.
• Demonstrated ownership of strategic accounts or a book of business, including customer retention, relationship management, and account expansion.
• Experience leading customer onboarding or software implementation from requirements gathering through go-live.
• Proven ability to manage escalations, solve operational problems, and improve customer outcomes.
• Experience building scalable processes, workflows, playbooks, or performance measurement systems.
• Experience working in an early-stage or high-growth startup environment.
• Strong analytical skills, including the ability to use data to identify root causes and recommend improvements.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to work independently, take initiative, and balance strategic planning with hands-on execution.
• University degree required.
• Ability to work remotely while maintaining preferred Eastern Time business hours.

Preferred Qualifications

• Experience in healthcare technology, healthcare compliance, or healthcare operations.
• Experience leading or developing a Customer Success team.
• Experience managing enterprise customers and complex client implementations.
• Familiarity with customer success metrics, renewal forecasting, account expansion, and operational reporting.
• Experience improving processes in a rapidly scaling organization with limited established systems.

Compensation and Benefits

• Base salary range of $120,000–$200,000 per year, depending on experience and qualifications.
• Target on-target earnings of $150,000–$250,000, including performance-based compensation.
• Competitive equity opportunity, subject to company terms.
• Remote work arrangement with flexibility for candidates across eligible locations.
• Opportunity to shape customer success strategy and build scalable operations at a growing healthcare technology company.

Equal Employment Opportunity

Premier Global Links LLC is an equal opportunity recruiting firm. Qualified applicants will be considered without regard to legally protected characteristics.