Head of Customer Success

About Fabric

Fabric Health is a leading healthcare technology startup revolutionizing how patients access and experience care. Our innovative platform reimagines how patients connect to care—delivering personalized guidance, tailored engagement, and intuitive experiences throughout their healthcare journey. We are a passionate, mission-driven team committed to improving healthcare outcomes and expanding patient access to high-quality, personalized care.

Some of Fabric’s customers include Luminis Health, OSF HealthCare, MUSC Health, and Intermountain. Fabric is backed by Thrive Capital, GV (Google Ventures), Salesforce Ventures,Vast Ventures, BoxGroup, and Atento Capital.

About the Role

We are looking for a Head of Customer Success to join our growing organization. This is a pivotal leadership opportunity where you will lead a dedicated team of Client Partners. Your primary focus will be on ensuring the overall success, long-term retention, and strategic growth of our valued clients. You'll be instrumental in shaping our customer success strategies, fostering deep partnerships, and ensuring our clients derive maximum value from our Care Enablement and Telehealth solutions. This role offers the chance to significantly impact healthcare.

As a Head of Customer Success, you will:

• Lead and inspire by building, coaching, and mentoring a high-performing team of Client Partners, championing a culture centered on customer advocacy, accountability, and continuous growth.
• Strategize for success by developing and executing a comprehensive customer success strategy that aligns with our company objectives, with a sharp focus on driving product adoption, guaranteeing client retention, and uncovering expansion opportunities within Hospitals, Health Systems, and Payers.
• Cultivate key relationships by overseeing and actively participating in senior-level client relationships, serving as a trusted strategic advisor to key decision-makers.
• Drive value realization by ensuring clients are effectively leveraging our platforms to achieve their critical clinical, operational, and financial goals.
• Champion onboarding excellence by guiding the client onboarding journey, ensuring a smooth transition and rapid time-to-value for new partners.
• Engage proactively and manage risk by implementing proactive client engagement models and health monitoring systems to swiftly identify and address potential risks.
• Secure renewals and fuel growth by driving exceptional renewal rates and pinpointing opportunities for upselling and cross-selling our evolving suite of solutions.
• Be the voice of the customer by creating and managing robust feedback channels, collaborating closely with Product, Sales, and Marketing to inform our product roadmap and strategic initiatives.
• Measure what matters by defining, tracking, and reporting on key customer success indicators (e.g., NPS, GRR, NRR, CLTV, adoption metrics).
• Scale and optimize by designing, refining, and implementing scalable processes, playbooks, and best practices to enhance the Customer Success team's efficiency and impact.
• Stay ahead of the curve by maintaining a comprehensive understanding of industry trends in Care Enablement, Telehealth, and the evolving landscape of US healthcare to keep our customer success strategies cutting-edge.

Requirements for the Role

• 8+ years in Customer Success, Account Management, or a related client-facing leadership role, ideally within a SaaS or HealthTech environment.
• Bachelor's degree in Business Administration, Healthcare Administration, or a related discipline.
• Demonstrated ability to successfully lead and develop customer-facing teams.
• Proven track record of creating and implementing customer success strategies that yield measurable results in retention, adoption, and revenue growth.
• Established familiarity with the US healthcare ecosystem, including the unique challenges and business drivers for Hospitals, Health Systems, and/or Payers.
• Exceptional leadership and people management capabilities.
• Outsta