Customer Success Lead

Job description

Notable is the leading healthcare AI platform for transforming workforce productivity. Health systems, hospitals, and payers use Notable to improve healthcare quality, close gaps in patient care, drive member enrollment, and patient acquisition, retention, and reimbursement, scaling growth without hiring more staff. We are on a mission to improve the lives of patients, staff, and clinicians - to improve healthcare for humanity. This isn't just a lofty goal - it's something we're achieving every single day. When you join Notable, you become part of a force actively transforming healthcare. Our aim to impact 100 million patients isn't just a number; it's a commitment to creating meaningful change on a massive scale. Therefore, our culture is purposeful in pursuit of this mission. We believe our culture gives each person the opportunity to do the best work of their lives, work with the best teammates, and have fun achieving great things together. Role Summary: As a Customer Success Lead (CSL) for strategic accounts at Notable Health, you are the accountable owner of customer outcomes across some of our most complex and high-impact healthcare partnerships. You will lead the post-sale relationship end-to-end—owning adoption, value realization, governance, and long-term success—while serving as a trusted executive partner to customer leadership and the internal quarterback across Notable teams. This is a highly visible role requiring strong executive presence, operational rigor, and the ability to translate strategy into measurable outcomes. Successful CSLs at Notable are not only relationship builders, but operators who bring clarity, structure, and accountability to complex healthcare environments. What You’ll Do: - Executive Relationship Management: - Establish and maintain trusted relationships with C-suite and senior leaders, serving as a strategic advisor aligned to their organizational priorities and constraints. - Lead executive-level conversations that connect Notable’s platform capabilities to measurable operational, financial, and clinical outcomes. - Represent the customer internally at the highest level, ensuring executive context, commitments, and risks are clearly understood and acted upon. - Customer Outcomes, Value & Accountability - Own overall account health, including adoption, utilization, realized ROI, and retention across assigned accounts. - Develop and maintain multi-quarter value roadmaps that align customer priorities, financial levers, and Notable’s platform capabilities. - Proactively identify risk, misalignment, or underperformance and lead structured action plans to course-correct in partnership with internal teams. - Ensure customers can clearly articulate the value delivered by Notable to their internal stakeholders and leadership. - Governance, Planning & Operating Cadence - Establish and maintain clear governance structures, executive cadences (e.g., QBRs, SteerCos), and escalation paths to ensure transparency and accountability. - Own durable systems of record for account plans, value roadmaps, risks, decisions, and commitments. - Drive disciplined communication that reduces ad hoc work and ensures alignment across customer and internal stakeholders. - Internal Leadership & Cross-Functional Orchestration - Serve as the internal quarterback across Customer Success, Delivery, Product, Support, and Partnerships to ensure commitments are met and outcomes are delivered. - Drive clarity on ownership, priorities, and timelines across teams—escalating when necessary to protect customer outcomes. - Translate customer strategy and feedback into a clear internal direction that informs delivery planning and product evolution. - Commercial Partnership & Growth Enablement - Partner closely with Partnerships to support renewals and expansions through demonstrated value, roadmap execution, and identification of whitespace opportunities - Contribute to long-term account growth by aligning future opportunities to customer strategy, utilization maturity, and proven outcomes. - Support commercial conversations with executive-level insight and customer context without carrying direct sales quota. - Stakeholder Engagement & On-Site Presence - Build strong relationships across a wide range of stakeholders, from frontline operators to executive leadership. - Lead and manage escalations with composure, urgency, and clarity, ensuring swift resolution and stakeholder confidence. - Maintain meaningful on-site presence to deepen relationships, understand operational realities, and strengthen partnership credibility. What We Are Looking For: - 7+ years of experience in customer success, implementation, consulting, or equivalent roles within healthcare or healthcare technology. - Proven experience partnering with and influencing C-suite and senior healthcare executives. - Strong understanding of healthcare operations, healthcare IT systems, and enterprise workflow or automation platforms. - Demonstrated ability to own complex accounts with accountability for outcomes, not just relationships. - Exceptional communication skills, with the ability to synthesize complexity into clear executive-level narratives and action plans. - Highly organized, strategic, and comfortable leading cross-functional teams without direct authority. - Bachelor’s degree or equivalent practical experience. - Willingness to travel up to 30% of the time. Why This Role Matters: Customer Success Leads at Notable play a critical role in ensuring our customers realize the full value of the platform while enabling sustainable growth for the business. This role is foundational to how we scale enterprise excellence, strengthen long-term partnerships, and deliver measurable impact across the healthcare system. #LI-MB1 We value in-person collaboration and connection. For Bay Area–based employees, this role requires being in our San Mateo office at least three days a week. For remote employees, occasional travel to headquarters is expected for company-wide events and onsite gatherings. Beware of job scam fraudsters! Our recruiters use @notablehealth.com email addresses exclusively. We do not conduct interviews via text or instant message, to purchase equipment through us, or to provide sensitive personally identifiable information such as bank account or social security numbers. If you have been contacted by someone claiming to be a recruiter from Notable from a different domain about a job offer, please report it as potential job fraud to law enforcement and contact us here https://www.notablehealth.com/contact.