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Metriport is building the infrastructure layer for US healthcare by solving medical data exchange—one of the biggest unsolved problems in the healthcare system. The company connects to thousands of legacy data sources, transforms raw unusable data into clean formats, and delivers the full patient picture to care teams in seconds instead of weeks. With $28.4M in funding from top-tier VCs (Matrix, ARTIS, Y Combinator), 100+ customers including Amazon One Medical and Circle Medical, and multi-million dollar ARR, Metriport is a high-growth, technically sophisticated healthtech company.
As Head of Customer Success, you will lead the entire customer-facing function owning the full post-sales lifecycle—from implementation during pilot periods through expansion and renewal. You are the final stop for all customer needs and will work directly with Implementation Engineers, Technical Account Managers, and Support Engineers to support customers, expand product adoption, and drive usage growth. You'll collaborate cross-functionally with Sales, Product, Engineering, and Marketing to serve as the voice of the customer.
This is a player/coach role. In the early days, you will fully own accounts and get up to speed on current processes to make immediate impact. As the team grows, you'll focus on unblocking customers and teammates, streamlining processes, and improving key metrics.
Key responsibilities include: establishing account health measurement systems and policies; owning global customer success metrics (GRR, NRR, logo retention, NPS); ensuring swift and appropriate customer issue resolution; creating systems for Customer Success to capture and share customer insights across the organization; and implementing processes, upskilling team members, and leading CS hiring efforts as the function scales.
Metriport operates as a small, high-output team of mostly former founders and YC alumni with real autonomy and minimal bureaucracy. The culture values entrepreneurial mindset, strong ownership, and the ability to move fast without cutting corners. Leaders work in-office six days a week, and the team is expected to be available with the same frequency—not for hours counting, but because there's always more to accomplish when revolutionizing healthcare delivery.
REQUIREMENTS:
- 7+ years of experience with at least 5+ years specifically in Customer Success, Account Management, Solutions, or Implementations
- Previous Head of CS, Head of Account Management, Head of Implementations, or equivalent leadership role
- Experience managing both large enterprise accounts and larger volumes of mid-tier and startup accounts
- Experience at an early-stage startup (Seed to Series C) where you saw Customer Success grow from 1 to 100
- Comfortable taking ambiguous objectives, breaking them down for alignment, identifying efficient execution paths, and delivering results
- Engineering background (you were an engineer in a past life and still leverage those skills in non-engineering roles)
- Based in San Francisco or willing to relocate to work from the South Beach office
- Low ego, high ownership mindset; someone who asks "Why can't this be done in 3 days?" instead of accepting 3-week timelines
- Customer obsessed and technically fluent—able to drive technical conversations with CTOs, engineers, and product teams
BONUS: Healthcare domain experience, particularly healthcare interoperability.
