Head of Customer Success

<div class="content-intro"><p>Frontera is reimagining how children with autism and other behavioral health needs get the care they deserve. We bring together world-class clinicians, technologists, and autism specialists to build cutting-edge AI tools that help care teams work smarter and spend more time with the children and families who need them most.</p> <p>Our platform is HIPAA-compliant and designed for the real-world needs of behavioral health teams - from psychologists to ABA therapists. By combining evidence-based care with powerful technology, we’re expanding access to high-quality services for families everywhere.</p> <p><strong><br></strong><strong>Our Mission</strong></p> <p>Frontera exists to close the care gap: every child, no matter where they live, should be able to access effective behavioral healthcare.<strong><br><br></strong></p></div><p><strong>About the Role</strong></p> <p>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.</p> <p>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.</p> <p>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.</p> <h3><strong>What You'll Do</strong></h3> <h4><strong>Own the Customer Lifecycle (Signature through Expansion)</strong></h4> <ul> <li>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.</li> <li>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.&l