Customer Success Lead

About Notable

Notable is a premier healthcare artificial intelligence platform focused on enhancing workforce productivity. Our technology supports health systems, hospitals, and payers in elevating healthcare quality by closing patient care gaps and improving member enrollment as well as patient acquisition, retention, and reimbursement processes. This enables scalable growth without the need for increased staff.

Our mission is to positively transform healthcare experiences for patients, personnel, and clinicians. This ambitious goal is realized daily through our dedicated team efforts, aiming to impact 100 million patients with significant, lasting change.

Our company culture is driven by purpose and aims to foster an environment where individuals can perform at their best, collaborate with top-tier teammates, and enjoy accomplishing outstanding results together.

Role Summary

The Customer Success Lead acts as the primary custodian of outcomes for strategic and complex healthcare partnerships at Notable Health. This role manages the post-sales process holistically—overseeing adoption, value realization, governance, and overall success—while functioning as a trusted executive partner for customer leadership and the internal coordinator among Notable’s teams.

This position demands a strong executive presence, operational discipline, and the skill to translate strategic objectives into measurable results. Successful candidates excel at fostering relationships as well as operational execution, providing structure and accountability within intricate healthcare environments.

Key Responsibilities

• Build and sustain trusted connections with C-suite and senior leaders, aligning Notable’s platform with their strategic priorities and organizational limitations.
• Lead high-level discussions linking platform capabilities to operational, financial, and clinical outcomes.
• Act as the customer’s advocate internally, ensuring executives are fully aware of commitments, risks, and context.
• Manage overall account health including adoption, usage, realized ROI, and client retention.
• Create and maintain strategic multi-quarter value plans aligning customer needs and Notable's solutions.
• Identify risks or misalignments and spearhead corrective action plans with internal teams.
• Ensure customers can effectively communicate the benefits and impact of Notable’s platform to their stakeholders.
• Establish governance frameworks, executive meeting schedules (e.g., QBRs, SteerCos), and escalation processes to promote transparency and accountability.
• Maintain comprehensive records of plans, value roadmaps, risks, decisions, and commitments.
• Lead clear and focused communication to reduce unplanned work and align stakeholders.
• Coordinate across Customer Success, Delivery, Product, Support, and Partnerships teams to fulfill commitments and deliver outcomes.
• Clarify ownership, priorities, and timelines, addressing escalations promptly to protect customer interests.
• Convert customer strategy and feedback into actionable guidance for delivery and product teams.
• Collaborate with Partnerships to support contract renewals and expansion by showcasing value and identifying growth opportunities.
• Support business development discussions with executive insights and customer context though without direct sales quotas.
• Engage a broad range of stakeholder levels from frontline operators to executives.
• Manage escalations with calmness, urgency, and transparency to ensure swift resolution and maintain confidence.
• Maintain on-site presence to deepen relationships, understand operational conditions, and bolster credibility.

Qualifications

• Minimum of seven years in customer success, implementation, consulting, or related roles within healthcare or healthcare technology sectors.
• Proven track record of collaborating with and influencing senior healthcare executives, including C-suite.
• Strong knowledge of healthcare operations, IT systems, and enterprise workflow or automation platforms.
• Experience managing complex accounts with responsibility for concrete outcomes rather than solely relationships.
• Exceptional communication skills, able to distill complex information into clear narratives and strategic action plans at the executive level.
• Highly organized, strategic thinker with the ability to lead cross-functional teams without formal authority.
• Bachelor’s degree or equivalent practical experience.
• Willing to travel up to 30% of the time.

Why Join Us

This role is essential in driving customer satisfaction while facilitating scalable growth and enterprise excellence. It plays a key part in fostering durable partnerships and delivering measurable improvements throughout the healthcare ecosystem.

We emphasize face-to-face collaboration. Employees based near the Bay Area are expected to work on-site at least three days weekly in San Mateo's office. Remote employees should anticipate periodic visits for company events and onsite meetings.

Compensation

The salary offered ranges from $136,000 to $170,000 annually.

Important Notice

Be aware of potential job scams. Recruiting communications will only come from official @notablehealth.com emails. Interviews are never conducted via text or instant messaging, and no requests for purchase of equipment or personal financial information will be made. Suspected fraud attempts should be reported accordingly.