Customer Success Lead

About Notable

Notable is a leading healthcare AI platform dedicated to enhancing workforce productivity. It serves health systems, hospitals, and payers by improving healthcare quality, closing patient care gaps, boosting member enrollment, and supporting patient acquisition, retention, and reimbursement. Notable's platform enables scaling growth without expanding staff.

Joining Notable means contributing to a mission of improving lives of patients, staff, and clinicians, aiming to positively impact 100 million patients through transformative healthcare innovation. The company fosters a purposeful culture that encourages individuals to deliver their best work alongside talented teammates while enjoying the journey.

Role Summary

The Customer Success Lead (CSL) manages key strategic accounts at Notable Health, overseeing comprehensive post-sale processes including adoption, value delivery, governance, and long-term success. This role serves as the trusted executive contact for customer leadership and coordinates internally across Notable teams to meet objectives. It demands strong executive presence, structured operational management, and the ability to translate strategy into quantifiable results. CSLs combine relationship-building skills with operational rigor to bring clarity and accountability to complex healthcare settings.

Key Responsibilities

• Develop and sustain trusted relationships with C-suite and senior leaders, acting as a strategic advisor aligned with their goals and constraints.
• Lead high-level discussions connecting Notable's platform capabilities to clear operational, financial, and clinical outcomes.
• Represent customers at the highest internal levels, ensuring clarity on commitments, risks, and executive context.
• Maintain overall account health by managing adoption, usage, return on investment, and retention within assigned accounts.
• Create and update long-term value roadmaps aligning customer priorities, financial levers, and platform solutions.
• Proactively detect risks or misalignments and initiate structured corrective actions with internal teams.
• Ensure customers are able to clearly communicate the value delivered by Notable to their own stakeholders.
• Implement governance frameworks including executive meetings and escalation channels to promote transparency and responsibility.
• Maintain comprehensive records of account plans, value roadmaps, risks, decisions, and commitments.
• Facilitate disciplined communications to reduce unplanned activities and maintain alignment between client and internal teams.
• Coordinate internal cross-functional teams (Customer Success, Delivery, Product, Support, Partnerships) to meet commitments and deliver results.
• Clarify ownership, priorities, and timelines across departments, escalating issues when necessary to safeguard customer outcomes.
• Translate customer strategies and feedback into actionable internal direction for delivery and product development.
• Collaborate closely with Partnerships to support contract renewals and expansions by demonstrating value and future opportunities.
• Help grow accounts by matching future possibilities with customer strategy, usage maturity, and demonstrated outcomes.
• Contribute insights and customer context to commercial discussions without holding direct sales quotas.
• Engage broadly across stakeholders from frontline staff to executives and oversee escalations promptly with professionalism.
• Maintain meaningful on-site interactions to strengthen relationships and understand operational dynamics.

Experience and Qualifications

• At least 7 years of experience in customer success, implementation, consulting, or similar roles within healthcare or health technology.
• Proven ability to engage and influence C-suite and senior healthcare executives.
• Solid understanding of healthcare operations, IT systems, and enterprise workflow or automation platforms.
• Successfully managed complex accounts with accountability for measurable outcomes rather than only relationship maintenance.
• Exceptional communication skills capable of distilling complex information into clear executive summaries and action plans.
• Organized, strategic, and adept at leading cross-functional teams without formal authority.
• Bachelor’s degree or equivalent experience.
• Willingness to travel up to 30% of the time.

Importance of the Role

The Customer Success Lead is vital to ensuring clients fully leverage Notable's platform, enabling both sustainable company growth and significant healthcare impact. This position underpins enterprise excellence, fosters deep partnerships, and delivers measurable results across the healthcare sector.

Additional Information

For employees based in the Bay Area, presence in the San Mateo office is required at least three days weekly. Remote employees should expect occasional travel to headquarters for company events and meetings.

Warning: Notable strictly uses @notablehealth.com email addresses for recruitment. They do not conduct interviews via text or instant messaging, request equipment purchases, or solicit sensitive personal data such as bank or social security numbers. Reports of scams should be directed to law enforcement.

Compensation

Salary range is from $136,000 to $170,000 annually.