Head of Customer Success

HealthLeap helps prevent and treat impactful but overlooked conditions with advanced, high-precision AI. Starting with malnutrition, one of healthcare’s most underdiagnosed conditions, our AI platform screens every hospital patient daily. We've validated our ability to deliver better patient outcomes, shorter hospital stays, and millions of dollars in revenue for health systems. We’ve partnered with top hospitals like Cedars-Sinai, and are backed by top-tier VCs like Sequoia and First Round. As a seed startup, we’re working with some of the largest and most state-of-the-art health systems in the country. We’re also co-publishing a research paper (currently undergoing peer review) with clinical leaders from Johns Hopkins, Stanford Health, and Cedars-Sinai in a high-impact journal.

We believe we can deliver the largest, measurable customer benefits hospitals have seen from technology deployments, and seek to be their most loved partner.

The Opportunity:

As our Head of Customer Success (reporting directly to the CEO), you’ll lead our strategy by developing a scalable implementation and operations framework to ensure we exceed the expectations our customers had when partnering with us. We have strong evidence that our software is best-in-class, but know great software alone doesn’t drive the outcomes they want. You’ll lead the way in making sure we implement seamless and delightful workflows and reduce care team burdens to drive measurable revenue and meaningful clinical outcomes (reduced LOS and readmissions). You’ll bridge the gap between our product vision and on-the-ground clinical and operational outcomes, driving real impact for thousands of patients and hundreds of hospitals.

Responsibilities:

Implementation Strategy & Execution

• Build a scalable implementation framework to scale us from 5 to 1000+ hospitals

• Drive user onboarding, manage technical integrations, and optimize clinical workflows for maximum adoption

Stakeholder & Relationship Management

• Collaborate closely with hospital IT, clinical managers, and cross-functional teams, ensuring seamless integration of HealthLeap’s AI solutions

• Build and maintain strong relationships with C-suite executives, clinical champions, hospital IT, and operational leads

Team Building & Leadership

• Hire, mentor, and develop a team of implementation and customer success managers, evolving your role from hands-on to strategic leadership as the team grows. Provide clear goals, performance metrics, and regular feedback to foster a culture of continuous improvement

Continuous Improvement & Outcomes Tracking

• Elicit insights and feedback, conduct regular on-site reviews, measure adoption metrics, and analyze data to drive sustained clinical and operational improvements

• Communicate lessons learned and user feedback to influence product roadmaps and overall company strategy

Requirements:

• 5+ years of healthcare technology implementation and clinical workflow transformation

• Exceptional project management skills with measurable impact on clinical outcomes

• Director-level experience leading teams and navigating complex healthcare environments

• Proven ability to drive change both strategically and tactically

• A willingness to hustle as you innovate our implementation process and clinical service offering

Nice-to-Haves:

• Experience building implementation or customer success operations at an early-stage healthtech startup

• Familiarity with EHR integration and HL7/FHIR standards

• Exposure to AI/ML products in healthcare

We Provide:

• Competitive salary with performance-based incentives

• Comprehensive Healthcare Benefits - we cover 100% of premiums for employees

• Unlimited Paid Time Off - we need you at your best at all times. Our recommended time off of 20 PTO days per year lets you schedule your work around your life.

• 401K match of up to 4% of employee salary

• Laptop and equipment budget to set up your at-home office environment

• Lunch, snacks, and drinks are provided in the office to ensure you never go hungry :)

• Opportunity for professional growth in a dynamic, fast-paced startup environment

Location: San Francisco preferred (hybrid) with up to 30% travel for on-site hospital visits

Compensation is dependent on experience, overall fit to our role, and candidate location.

If you're excited to shape the future of AI-powered healthcare and drive real clinical impact, we'd love to hear from you. Join HealthLeap and help us maximize the health of as many people as possible.