Head of Customer Success

At Scoutr, we’re revolutionising how top talent connects with exciting opportunities. Our mission is to streamline hiring by focusing on quality over quantity—matching exceptional candidates with roles that truly align with their skills and aspirations. We empower candidates with access to meaningful opportunities while ensuring a seamless, confidential, and supportive experience throughout the hiring process.

We are proud to work with some of the best startups through to enterprise businesses, helping them build high-performing teams and achieve their goals. Join us in shaping the future of hiring and be part of something innovative, impactful, and people-first.

Our client, a pioneer in leveraging artificial intelligence to transform healthcare delivery, is seeking a visionary Customer Success Leader. This innovative organization is redefining how healthcare is delivered by empowering providers with end-to-end AI solutions that streamline doctors’ administrative tasks, reduce misdiagnosis, and boost efficiency.

The Role

The successful candidate will have the unique opportunity to build and lead a robust Customer Success function from scratch. Key responsibilities include:

• Joining the leadership team to help shape the company’s future.

• Building and scaling a world-class customer success team, fostering a culture of excellence and continuous improvement.

• Gaining in-depth insights into customers’ workflows and best practices, then designing and implementing comprehensive support processes, including ticketing systems, SLAs, escalation pathways, and playbooks.

• Establishing industry-leading performance metrics, such as Time to Value, Land and Expansion strategies, and ensuring swift, effective issue resolution through clear communication.

• Collaborating closely with Engineering, Growth, and Customer Support teams to relay customer insights and advocate for product enhancements.

• Setting and supervising key OKRs to continuously improve customer experience and manage critical incident resolution.

Please note: This role is open to candidates based anywhere in the US, with quarterly travel to the Mountain View office.

Desired Qualifications

• Demonstrated success in high-growth, early-stage startups or founder/co-founder experience is required.

• A minimum of 5 years’ experience in building customer support processes from the ground up within a SaaS/AI environment.

• Deep technical proficiency, particularly in post-sales engineering solutions for customers.

• Availability to work within the 6am to 6pm PT window.

• A strong engineering/technical background.

Why Consider This Opportunity?

• Shape the Future of Healthcare: Play a key role in creating category-defining partnerships that empower doctors to focus on what matters most—saving lives.

• Early-Stage Impact: Join at an early stage and contribute directly to the client’s strategic roadmap and overall growth.

• Remote-First Culture: Enjoy a flexible, remote work environment while collaborating with a diverse, mission-driven team.

• Competitive Compensation: Benefit from an attractive salary package, equity options, and the chance to make a tangible impact.

• Tackle Scalability Challenges: Engage in meaningful work by addressing complex, high-impact challenges within a rapidly expanding company.

If you are a dynamic leader with a passion for innovation in the healthcare technology space, this opportunity to drive customer success on a global scale may be the perfect next step in your career.