Source Job

• Own the quality, consistency, and effectiveness of the CareMessage experience across customers, partners, and grant-funded programs.
• Ensure that customers and ecosystem partners are successfully onboarded, engaged, supported, and enabled to realize value from the platform.
• Lead multiple customer-facing functions and programs, including Professional Services, Customer Success across segments, Workforce Enablement, Partner Success.

CareMessage is dedicated to advancing health equity. They focus on scaling its CX function non-linearly—growing our ability to serve more customers per team member through thoughtful use of digital engagement, AI-augmented workflows, and scalable enablement infrastructure.

• Owns the CX technology and data backbone that powers customer understanding and CX decision‑making.
• Leads the strategy and execution of CX platforms supporting Voice of Customer, journey analytics, and closed‑loop action.
• Ensures analytics are interpretable, financially grounded, and tied to customer and business outcomes.

HealthEquity's mission is to save and improve lives by empowering healthcare consumers. They are passionate about providing a solution that allows American families to connect health and wealth and values its people more than their positions.

• Set the vision and strategic plan for the CX Services organization, with a focus on product adoption, customer outcomes, and business growth.
• Architect and improve the post-sales customer experience by defining scalable lifecycle programs, engagement models, and customer success practices.
• Lead the design, launch, and ongoing iteration of new and existing service offerings, including paid success plan approaches aligned to company goals.

GitLab is the intelligent orchestration platform for DevSecOps. They enable organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. GitLab has more than 50 million registered users and more than 50% of the Fortune 100 trust them. The company embraces AI, values knowledge exchange, and fosters a high-performance culture.

• Drive customer retention and growth by uncovering root causes of churn and executing high-impact interventions.
• Own customer analytics and build data products, tools, and AI workflows to improve the customer experience and support strategic decision-making.
• Collaborate cross-functionally with Product, Sales, and Customer Success to identify opportunities, shape the product roadmap, and lead ad-hoc strategic projects.

Owner builds an AI-native system that helps local business owners, starting with restaurants, succeed by replacing multiple operational tools. The company has a team in the low hundreds with talent from top SMB software companies and is remote-first, headquartered in San Francisco.

• Partner with the VP of CS to develop and execute a Customer Success strategy.
• Drive outcomes across retention, renewals, NRR, customer satisfaction, and customer growth.
• Build, implement, and continuously improve scalable Customer Success processes.

Radiation Detection Company (RDC) is scaling, and Customer Success is a critical driver of retention, growth, and long-term customer value. They support hospitals, enterprise customers, and other high-value accounts in a regulated, mission-critical environment.

• Identify friction across the customer journey and translate it into CX programs.
• Own project management for deployments of key enterprise customers.
• Lead cross-functional CX initiatives from charter to launch to adoption.

Sprinto is an AI-native GRC platform that helps organizations manage risks, audits, vendor oversight, and continuous monitoring from a single connected platform. With a team of 350+ employees serving 3,000+ customers across 75+ countries, they combine scale with expertise to deliver trust and compliance.

• Define and implement a company-wide support strategy and vision.
• Standardize and operationalize support workflows across teams.
• Establish strong partnerships with Engineering and Product to improve issue resolution.

Radicle Health is a collection of human services software products designed to foster collaboration and innovation, helping organizations better serve their communities. They believe technology plays a crucial role in the success of the human services sector.

• Build and plan CSM strategy & frameworks
• Retain and delight our customers
• Lead and manage a high performing team

Nearmap is a global tech pioneer innovating in location intelligence. They provide high-resolution imagery and insights, helping customers make meaningful changes in the world. Nearmap has patented camera systems, AI, geospatial tools, and advanced SaaS platforms to shape the livable world.

• Own and execute the Customer Support strategy aligned with business growth and customer expectations.
• Lead the design and rollout of AI-powered and automation-first support workflows.
• Define and own KPIs, scorecards, and dashboards to improve customer satisfaction and performance.

iRESTORE provides innovative solutions in the wellness and beauty space, aiming to restore confidence by offering safe and effective health and beauty improvement solutions. They foster a culture built around forward-thinking, problem-solving, open communication, continuous learning, and ownership.

• Serve as the executive point of contact and trusted advisor to the most strategic accounts, partnering directly with C-suite leaders to align transformation objectives to measurable business outcomes.
• Establish executive governance structures (steering committees, QBRs, etc.) that ensure accountability, transparency, and alignment at every stage of the customer lifecycle.
• Lead through influence—aligning dotted-line and matrixed teams across Delivery, Support, Success, Product, Sales, and Partners to drive unified outcomes.

ServiceNow is a global market leader providing cloud-based solutions that streamline digital workflows. They serve over 8,100 customers, including 85% of the Fortune 500, connecting people, systems, and processes through their intelligent, AI-enhanced platform to improve efficiency.

• Lead and develop managers and individual contributors across Customer Success, Support, and Onboarding.
• Own the end to end customer journey from onboarding through renewal and expansion, ensuring a seamless and high quality experience.
• Drive renewal and expansion strategy to maximize net revenue retention and minimize churn.

EasyLlama transforms the HR compliance industry with engaging training solutions for the mobile-first generation, helping employees build safer workplaces. With over 5,000 clients, including brands like Shake Shack and WeightWatchers, they have a culture of collaboration and innovation.

• Lead and develop a team of CSMs and Support Specialists.
• Own the full post-sale customer lifecycle.
• Establish and iterate on scalable CS playbooks.

Popl is defining a new category we call In-Person Go-To-Market. We help revenue teams turn real-world interactions — trade shows, conferences, field events, and meetings — into measurable pipeline and revenue.

• Define the vision, structure, and standards for the Account Management function.
• Lead and develop a high-performing team of Account Managers.
• Oversee customer health across the full Account Management portfolio.

Victorious redefines the role SEO plays in building a thriving business. Their core belief informs everything we do, and they have a people-first ethos permeates every aspect of our company.

• Drive Gross Retention Rate (GRR) and churn mitigation by managing the overall Portfolio Health for the team's entire book of business.
• Design and implement scalable programs and processes to improve retention, expansion, and customer engagement
• Build and coach commercial expertise across the team, including value-based selling, negotiation, navigating legal/procurement hurdles, and using data in customer interactions

Medely is a high-growth series-C technology start-up reimagining the future of healthcare work by providing an on-demand marketplace and workforce management tools. As a fully remote team of sharp, collaborative, and entrepreneurial individuals, they are dedicated to redefining the way healthcare workers and facilities work together to provide for patients.

• Support customers in adopting Maze effectively and building confidence in their research practice.
• Advise on research methodologies, study design best practices, participant recruitment strategies, and insight analysis.
• Own the post-sale relationship and renewal strategy for an Mid-upper commercial book across emerging EMEA accounts.

Maze is a user research platform helping companies build the right products faster by making user insights available at the speed of product development. They are a Series B company with a global remote workforce, scaling fast across industries and backing from top-tier investors.

• Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
• Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
• Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement

Brightwheel is the largest, fastest growing, and most loved platform in early education. They are trusted by millions of educators and families every day. Their team is passionate, talented, and customer-focused, embodying their Leadership Principles in their work and culture.

• Design, launch, and improve digital customer success campaigns and programs.
• Build scalable customer journeys using content-led interventions and targeted human engagement.
• Translate customer and product insights into triggered programs and campaigns.

1Password is building the foundation for a safe, productive digital future. They innovated the market-leading enterprise password manager and pioneered Unified Access Management, a new cybersecurity category built for the way people and AI agents work today. They're a fast-paced, dynamic environment.

• Scale and lead Optain’s US customer success function, owning a portfolio of accounts and managing a growing team.
• Drive exam utilization, reduce churn, expand revenue within existing accounts, and ensure customer value.
• Own the customer health framework, lead business reviews, identify upsell opportunities, and partner with US Business Development.

Optain is a healthcare company using clinicians, software, and hardware to rethink care. They use the eye as a window to improve how we screen, manage, and treat eye and systemic conditions and are committed to expanding and improving care. Optain closed Series A with expectations of rapid commercial growth.

• Partner with Customer Success leadership to build operational processes for customer growth.
• Develop and maintain reporting, dashboards, and metrics for key customer success KPIs.
• Lead cross-functional initiatives that improve the post-sales customer journey.

EvenUp is on a mission to close the justice gap using technology and AI. They empower personal injury lawyers and victims to get the justice they deserve. They are one of the fastest-growing vertical SaaS companies in history, backed by top VCs.

• Drive customer happiness through showing customer value; own reducing friction on the path to value and answer key questions like “How can our AI Assistant more effectively contribute to customer happiness?”
• Deliver against retention metrics including Net Revenue Retention, product engagement, and NPS; break these into metrics your squad can directly influence, and call your shots on what experiments will lead to the desired outcomes.
• Embed AI thoughtfully into the product experience so our customers experience a seamless and intelligent helper, faster workflows, and better results without needing to become AI experts themselves.

Constant Contact empowers people everywhere to pursue their dreams by giving them all the help and tools they need to grow online. They are a company of awesome people who take ownership and make an impact by operating with the mindset, integrity, and courage of a small business owner.