Customer Success Lead

About This Opportunity

We are representing a confidential healthcare technology organization in their search for a Customer Success Lead. Our client provides specialized software solutions for therapy providers and special education settings across the United States.

This is a Level 1 Customer Success Lead position focused on building strong customer relationships and driving product adoption. You'll serve as a trusted advisor to an assigned portfolio of customers, understanding their business objectives and ensuring they achieve desired outcomes with the platform. This role offers clear pathways for career advancement as you develop mastery in key accountability areas.

Location: USA – Hybrid preferred (New Jersey or Florida offices), remote considered for exceptional candidates. In-person interview required for remote hires.

Responsibilities

• Maintain positive client health scores and Net Promoter Scores across your portfolio
• Manage customer relationships throughout various lifecycle stages, proactively engaging with your assigned book of business
• Consistently meet established Customer Engagement and Growth KPIs
• Drive customers toward best practices, ensuring adoption and optimization across the platform
• Stay current on product features, updates, and releases to keep customers well-informed
• Partner with Account Managers to identify and drive expansion opportunities including cross-sell and upsell initiatives
• Collaborate cross-functionally with Professional Services, Product, and Support teams to address customer concerns and initiatives
• Act as the voice of the customer, ensuring feedback and concerns are communicated to internal stakeholders
• Identify at-risk accounts early and activate appropriate retention playbooks
• Complete high-impact team assignments and initiatives as assigned

What We're Looking For

Required Qualifications:

• 1+ years of experience in a client-facing role such as Customer Support, Customer Success, Account Management, Onboarding, Professional Services, or similar
• College degree and/or relevant client-facing experience
• Understanding of Customer Success principles and metrics
• Strong relationship-building skills with both internal and external stakeholders
• Excellent organizational and project management capabilities
• High degree of conflict resolution and negotiation skills
• Clear and effective communication and presentation abilities
• Ability to be both empathetic and assertive
• Self-motivated with sharp analytical and problem-solving skills
• Ability to work in a fast-paced environment with shifting priorities
• Composure under pressure while maintaining professionalism
• Enthusiasm for professional growth and development

Preferred Experience (considered a plus):

• Previous experience with EMR/EHR systems
• Knowledge of healthcare compliance and HIPAA regulations
• Experience in the healthcare industry
• Familiarity with ABA therapy or certifications such as RBT or BCBA
• Experience with Salesforce and Microsoft Outlook Suite

How We Work With You

When you apply through Get A Job.ai, our talent team will review your qualifications and conduct an initial screening. If there's a strong match, we'll submit your profile to our client for consideration. Please note that direct contact with the client outside of our process is not permitted – we manage all communication to ensure the best experience for both you and the hiring organization.

Pay

Our client offers a base salary range of $65,000–$80,000 USD for this position, along with comprehensive health benefits, generous PTO, 401(k) matching, paid parental leave, wellness programs, and career development support. Hybrid work schedules are available for those working from office locations.

Equal Employment Opportunity: Get A Job.ai is committed to creating an inclusive recruitment process. We evaluate all candidates based on qualifications and merit, and we encourage applications from individuals of all backgrounds.