Customer Success Lead (Healthcare)

TL;DR

Customer Success Lead (Healthcare SaaS): Building relationships and strengthening product adoption for autism and IDD care software users with an accent on client health scores, NPS, engagement KPIs, and best practices implementation. Focus on driving expansion opportunities, cross-functional collaboration, and proactive risk management throughout customer lifecycles.

Location: Hybrid preferred from Holmdel, New Jersey or Fort Lauderdale, Florida offices; remote considered for candidates in MST/PST time zones to support west coast customers. In-person interview or face-to-face meeting required prior to start for fully remote roles.

Salary: $65,000 - $80,000 USD

Company

Leading provider of autism and IDD care software for ABA, multidisciplinary therapy, and special education, trusted by 200,000+ users.

What you will do

• Maintain positive client health scores and NPS through proactive engagement.
• Manage relationships across customer lifecycles using targeted playbooks.
• Drive adoption of best practices and system optimization.
• Partner with Account Managers on cross-sell and upsell opportunities.
• Collaborate cross-functionally with Professional Services, Product, and Support teams.
• Act as customer advocate, escalating feedback and identifying risks early.

Requirements

• 1+ years in client-facing role (Customer Support, Success, Account Management, Onboarding, etc.).
• Understanding of Customer Success metrics and practices.
• Strong relationship building, organizational, project management, communication, and conflict resolution skills.
• Analytical mindset, quick learning, and ability to prioritize in fast-paced environment.
• College degree or equivalent relevant experience.
• Empathetic yet assertive, self-motivated, and professional under pressure.

Nice to have

• Experience with hirify.global or other EMR/EHR systems.
• Knowledge of healthcare compliance, HIPAA, ABA, or certification as RBT/BCBA.
• Familiarity with Salesforce, Microsoft Outlook, or healthcare industry.

Culture & Benefits

• Hybrid work schedules with collaborative offices in US and Italy.
• Competitive compensation, comprehensive health benefits, 401(k) matching, generous PTO, paid parental leave.
• Career development support, wellness programs, community engagement via CR Cares.
• Culture focused on impact, inclusion, flexibility; recognized as top workplace multiple times.