Head of Customer Success

About the Role

As the Head of Customer Success at Frontera Health, you'll own the health and growth of our clinic partner portfolio while also shaping how the CS function operates at scale. You're not just managing accounts — you're building the playbooks, processes, and team culture that determine how we retain and grow customers over the long term.

This is a player/coach role. You'll directly own a handful of key accounts, working hands-on with BCBAs and clinic owners to drive adoption, surface value, and deliver measurable outcomes. At the same time, you'll lead and develop a small team of Customer Success Managers and oversee our Customer Support function, setting the standard for what great looks like across the entire post-sales experience.

The right person for this role operates with ownership. You move fast, build structure where there isn't any, and connect every client interaction back to business impact. You're as comfortable presenting to a clinic director as you are digging into account health data, coaching a CSM through a tough renewal conversation, or rolling up your sleeves to resolve a support escalation.

What You'll Do

Own the Customer Lifecycle (Signature through Expansion)

• You will directly own and manage a select group of key clinic partner accounts, serving as their strategic advisor, primary relationship owner, and escalation point, setting the tone for a service experience that partners consistently describe as exceptional.
• You will own the end to end upsell process by identifying expansion opportunities through usage analytics and AI assisted account analysis, building the business case, leading the commercial conversation, and driving deal closes in partnership with Sales.
• You will develop repeatable upsell motions tied to clear ROI, including expansion triggers, pricing frameworks, and objection handling playbooks, so that expansion becomes a predictable revenue stream rather than an ad hoc effort.
• You will partner with Sales and Product to align on client needs, influence roadmap priorities, and ensure a seamless experience from contract through renewal.

Lead and Multiply a High Performing Team

• You will lead, mentor, and develop a small team of Customer Success Managers and oversee the Customer Support function, driving accountability, growth, and outcomes aligned to company goals.
• You will instill a high customer service orientation across the team, creating a culture where responsiveness, empathy, clinical context awareness, and proactive communication are the baseline rather than the exception.
• You will set the standard for how AI is used across the team by coaching CSMs to integrate AI into their daily workflows such as call prep, QBR creation, health summaries, and client communications, and by establishing norms for quality, accuracy, and responsible use.
• You will build the team's AI playbook by evaluating new tools, defining where AI adds leverage versus where human judgment is non-negotiable, and continuously refining how the function scales without proportional headcount growth.

Drive Adoption, Usage, and Portfolio Health

• You will monitor and analyze account health metrics across the full portfolio using AI augmented dashboards and signal detection, identifying risks early and taking decisive action to protect retention and drive expansion.
• You will build and champion scalable CS playbooks, renewal forecasting models, upsell motions, and support workflows that the full team can execute consistently, all designed from the ground up to leverage AI for documentation, triage, and client facing resources.
• You will use data, along with AI to accelerate the analysis of it, to tell the story of your portfolio by tracking adoption, utilization, upsell pipeline, and client outcomes, and translating those insights into clear recommendations for clients and internal stakeholders.
• You will operationalize AI across the CS and Support motion, from automated health scoring and meeting summaries to dynamically generated training materials and client guides, measurably increasing team capacity and response quality.

Act as the Voice of the Customer

• You will serve as a senior voice for the customer internally, surfacing patterns across accounts to shape product decisions and inform company strategy.
• You will pilot new engagement strategies, including AI driven ones, and share learnings across the team, continuously raising the bar for how CS and Support operate at Frontera.

What You Bring

Experience

• You have 6+ years in Customer Success, Account Management, or a similar client facing role in SaaS or healthcare technology.
• You have 1-3 years of experience leading or mentoring a CS team, with a track record of developing people and driving team level results.
• You have proven experience owning an upsell or expansion number, and you have identified opportunities, built the case, led commercial conversations, and closed deals, whether alongside a Sales counterpart or independently.
• You have experience overseeing or closely partnering with a Customer Support function, and you understand the full post sales and implementation lifecycle and how CS and Support work together.
• Familiarity with ABA practices, behavioral health, or clinical settings is a meaningful plus.

Skills and Mindset

• You bring a deep customer service orientation to the role, treating every client interaction as an opportunity to build trust and holding your team to the same standard, and you believe great service and commercial outcomes reinforce each other rather than trade off.
• You have a demonstrated ability to build scalable processes from scratch, and you don't just execute playbooks, you write them.
• You combine commercial instincts with client empathy, so you can have a direct conversation about pricing, expansion, or value and the client comes away feeling respected rather than sold to.
• You have strong analytical instincts and are comfortable working with account health data, building reports, and using data to prioritize and persuade.
• You have a bias toward action and outcomes, and you measure success by client results and revenue retention rather than activity metrics.
• You have excellent communication skills, including the ability to engage effectively with clinical stakeholders, C suite contacts, and your own team.

AI Competency (Required)

• You have fluency with modern AI tools such as Claude, ChatGPT, or Gemini as part of your daily workflow, using them as a core productivity layer rather than a novelty.
• You have a track record of using AI to produce measurable outcomes, whether that is faster QBR prep, better health scoring, higher quality client deliverables, reduced time to resolution, or scaled coverage without added headcount.
• You have strong prompting instincts and sound judgment about when to trust, verify, or override AI output, especially in clinical or regulated contexts where accuracy matters.
• You bring genuine curiosity about emerging AI capabilities and a desire to bring new tools and workflows to the team.

Tools

Required

• You have experience with HubSpot, Salesforce, or a similar CRM platform.
• You have worked with a dedicated Customer Success platform such as Gainsight, ChurnZero, Totango, Catalyst, or Planhat.
• You have worked with a customer support platform such as Zendesk, Intercom, or Freshdesk.

Strong Plus

• You have experience with a BI or analytics tool such as Looker, Tableau, or Mode.
• You have experience with a product analytics tool such as Pendo, Mixpanel, or Amplitude.
• You have worked with AI native conversation intelligence tools such as Gong, Chorus, or Fathom.

Nice to Have

• You have experience integrating AI tools into a CRM or CS platform, such as AI powered health scoring, call intelligence, or automated summaries.

We have determined a salary range for this position that takes into account several factors including experience, knowledge, education, skills, and abilities. Please note that the salary information is a general guideline and the exact salary will be determined based on the individual's qualifications and experience, with consideration given to the factors listed above. All full-time employee benefits include a stake in shared success through stock options, health benefits, 401(k) plan, and 4 weeks of PTO per year.

Expected Salary Range in Denver: $160,00 to $190,000

Expected Salary Range in San Francisco: $180,000 to $220,000