Head of Customer Success
Our Mission Frontera exists to close the care gap: every child, no matter where they live, should be able to access effective behavioral healthcare. About the Role As the Head of Customer Success at Frontera Health, you'll own the health and growth of our clinic partner portfolio while also shaping the CS function at scale. You’re not just managing accounts—you’re building playbooks, processes, and team culture that determine how we retain and grow customers over the long term. This is a player/coach role. You'll directly own key accounts, working hands‑on with BCBAs and clinic owners to drive adoption, surface value, and deliver measurable outcomes. Simultaneously, you'll lead a small team of customer success managers, overseeing customer support, and setting standards for the entire post‑sales experience. The right person operates with ownership, moves fast, builds structure, and ensures every client interaction correlates with business impact. You are comfortable presenting to a clinic director, digging into account health data, coaching a CSM through a renewal conversation, or rolling up sleeves to resolve support escalations. What You’ll Do Own the Customer Lifecycle (Signature through Expansion) Directly own and manage key clinic partner accounts, serving as strategic advisor, primary relationship owner, and escalation point to deliver an exceptional service experience. Own the end‑to‑end upsell process: identify expansion opportunities through usage analytics and AI‑assisted analysis, build the business case, lead commercial conversations, and drive deals in partnership with Sales. Develop repeatable upsell motions tied to clear ROI, including expansion triggers, pricing frameworks, and objection‑handling playbooks. Partner with Sales and Product to align on client needs, influence roadmap priorities, and ensure a seamless experience from contract through renewal. Lead and Multiply a High‑Performing Team Lead, mentor, and develop a small team of Customer Success Managers and oversee the Customer Support function to drive accountability and growth. Instill a high customer‑service orientation across the team, making responsiveness, empathy, clinical awareness, and proactive communication the baseline. Set the standard for AI use: coach CSMs to integrate AI into daily workflows such as call prep, QBR creation, health summaries, and client communications. Build the team’s AI playbook by evaluating new tools, defining where AI adds leverage versus human judgment, and refining scale without proportional headcount growth. Drive Adoption, Usage, and Portfolio Health Monitor and analyze account health metrics across the portfolio using AI‑augmented dashboards to detect risks early and take action to protect retention and drive expansion. Build scalable CS playbooks, renewal forecasting models, upsell motions, and support workflows that can be executed consistently, all designed to leverage AI for documentation, triage, and client resources. Use data and AI to tell the story of your portfolio: track adoption, utilization, upsell pipeline, client outcomes, and translate insights into recommendations. Operationalize AI across CS and Support—from automated health scoring and meeting summaries to dynamically generated training materials and client guides—measurably increasing capacity and response quality. Act as the Voice of the Customer Serve as a senior voice for the customer internally, surfacing patterns across accounts to shape product decisions and inform strategy. Pilot new engagement strategies, including AI‑driven ones, and share learnings to raise the bar for CS and Support at Frontera. What You Bring Experience 6 years in Customer Success, Account Management, or a similar client‑facing role in SaaS or healthcare technology. 1‑3 years of experience leading or mentoring a CS team with a track record of developing people and driving team‑level results. Proven experience owning upsell or expansion numbers: identifying opportunities, building the case, leading commercial conversations, and closing deals. Experience overseeing or partnering closely with a Customer Support function and understanding the full post‑sales lifecycle. Familiarity with ABA practices, behavioral health, or clinical settings is a meaningful plus. Skills and Mindset Deep customer‑service orientation, treating every interaction as a chance to build trust and holding the team to the same standard. Demonstrated ability to build scalable processes from scratch; you write playbooks, not just execute them. Commercial instincts combined with client empathy; you can discuss pricing and value effectively. Strong analytical instincts and comfort working with account health data, building reports, and using data to prioritize and persuade. Bias toward action and outcomes; measure success by client results and revenue retention. Excellent communication skills, engaging with clinical stakeholders, C‑suite contacts, and your own team. AI Competency (Required) Fluency with modern AI tools such as Claude, ChatGPT, or Gemini as part of daily workflow. Track record of using AI to produce measurable outcomes: faster QBR prep, better health scoring, higher quality deliverables, reduced resolution time, or scaled coverage without added headcount. Strong prompting instincts and sound judgment about when to trust, verify, or override AI output in regulated contexts where accuracy matters. Curiosity about emerging AI capabilities and desire to bring new tools and workflows to the team. Tools Required Experience with HubSpot, Salesforce, or a similar CRM platform. Experience with a dedicated Customer Success platform such as Gainsight, ChurnZero, Totango, Catalyst, or Planhat. Experience with a customer support platform such as Zendesk, Intercom, or Freshdesk. Strong Plus Experience with a BI or analytics tool such as Looker, Tableau, or Mode. Experience with a product analytics tool such as Pendo, Mixpanel, or Amplitude. Experience with AI native conversation intelligence tools such as Gong, Chorus, or Fathom. Nice to Have Experience integrating AI tools into a CRM or CS platform (e.g., AI‑powered health scoring, call intelligence, or automated summaries). We have determined a salary range for this position that takes into account several factors including experience, knowledge, education, skills, and abilities. The exact salary will be determined based on the individual’s qualifications, with consideration given to the factors listed above. All full‑time employee benefits include stock options, health benefits, a 401(k) plan, and 4 weeks of PTO per year. Expected Salary Range in Denver: $160,000 to $190,000 Expected Salary Range in San Francisco: $180,000 to $220,000 Why Frontera? Opportunity to be at the forefront of innovation in pediatric healthcare. Work on challenging and impactful projects that leverage cutting‑edge technologies. Collaborate with a talented and passionate team in a fast‑paced, dynamic environment. Make a real difference for children and families in rural communities. Competitive salary and benefits package. Our Denver Office & Perks Dog‑friendly office. Catered lunch from local Denver restaurants five days a week, plus occasional breakfasts and dinners. Robust snack program and excellent coffee options. Regular team events and low‑key socials. Up to $150/month commuter stipend, discounted parking, and discounted Colorado Athletic Club membership. Thoughtfully designed space for focus, collaboration, and connection. Competitive health benefits, stock options, 401(k), and generous PTO. Join us in building the future of behavioral healthcare! J-18808-Ljbffr
