Lead, Customer Success

Chapel Hill, NC or Boston, MA | Full-time | Reports to: CCO

Truentity Health is the operating system for pharmacy-based clinical care. We give independent pharmacies the technology to deliver chronic care management at scale — closing care gaps at the most accessible healthcare touchpoint patients already use.

Who We Are Looking For

This is not a relationship management role. We are looking for a SaaS-native operator who runs on data, builds systems that scale, and uses AI as a force multiplier — not a novelty. You have owned accounts directly, built CS infrastructure from scratch, and led a small team without losing touch with the customer. If your weekly rhythm does not include pulling your own reports, reviewing account health metrics, and using AI tooling to move faster, this role is not the right fit.

The Role

Player-coach. You own a direct book of accounts (40%) and lead a small, growing team of Customer Success Managers (60%). You run onboarding on your own accounts so you stay close to how the product works in practice, then build the system and playbooks around what you learn. You actively leverage AI tools to manage accounts at 10x the throughput — automating low-value tasks, surfacing risk signals earlier, and freeing your team to spend time where it matters.

What You Own

• Team leadership: goal-setting, 1:1s, performance management, escalation protocols, and CS framework development
• Direct accounts: full lifecycle ownership from onboarding through renewal — you are the primary point of contact for your book
• Onboarding: run onboarding virtually and onsite for your accounts; standardize the process for the broader team
• AI-driven efficiency: deploy AI tooling across account management workflows to increase team throughput, automate health monitoring, and surface expansion signals before they require manual review
• KPIs: net revenue by customer, churn rate, net patients per account, clinical quality adherence — reported monthly to the CCO
• Cross-functional: primary voice of the customer to Product and Operations; translate usage patterns into roadmap inputs

What We Are Looking For

• 5+ years in SaaS customer success with direct account ownership and measurable retention and expansion outcomes
• 2+ years building or leading a CS team in a scaling environment, including performance management and process development
• Data-driven by default: you pull your own reports, build dashboards, and let usage data drive your weekly priorities
• Active AI practitioner: you use AI tools daily to increase output, automate workflows, and manage a larger book without adding headcount
• Track record building CS infrastructure: onboarding playbooks, health scoring models, lifecycle workflows
• Strong cross-functional communication at both the operational and executive level
• Software background required. Healthcare experience a plus

Why This Role

You will define what customer success looks like at Truentity for the next several years. Direct line to the CCO, ground-level data from accounts you personally own, and a genuine problem worth solving: 65 million Medicare beneficiaries with chronic conditions, and a platform built to meet them at the closest healthcare touchpoint they already trust.

Apply: Direct on Linkedin and/or join+hcs@truentity.com — include your resume and a brief note on a CS framework or retention initiative you built.