Head of Customer Success

Job overview

The Head of Customer Success role is remote-first, with Boston or New Jersey preferred and roughly 25% travel for customer visits, kickoffs, and quarterly team offsites. The listed location is Boston, MA. Compensation is $180,000–$210,000 per year. The early-stage AI company builds software for pharma and biotech regulatory teams to support drug-approval documentation. As the first dedicated customer success leader, this role establishes the customer success approach, personally leads strategic enterprise relationships, and builds the team. It helps customers achieve measurable outcomes and brings evidence-based customer insights to product and engineering while partnering with sales on renewals and growth.

What you'll do

• Design and run onboarding, training, success plans, health tracking, and executive reviews
• lead three to five strategic enterprise accounts
• define and refine account health measures
• partner with sales on launch readiness and account growth
• coach and develop one CSM
• share customer patterns with product and engineering
• own escalations
• track the competitive landscape.

What we're looking for

Skills & competencies

head of customer success

remote-first

boston preferred

new jersey preferred

strategic employment

enterprise pharma

biotech

customer success programs

ai software

regulatory teams

25% travel

stock options

Work arrangement

• Weekend coverage required

Benefits & perks

• $180,000–$210,000 base salary, stock options, comprehensive healthcare, remote-first work, and roughly 25% travel.

Why this role

Quota-free leadership role reporting directly to a co-founder, with executive sponsors for enterprise accounts. Remote-first with roughly 25% travel; stock options are offered.

About the employer

Strategic Employment is hiring for this role. Industry: Software Publishers. Sector: 51.