Head of Customer Success

The healthcare industry still relies on faxes and phone tag to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.

Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

• We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.

• We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.

• We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.

• We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare.

We’re hiring a hands-on Head of Customer Success to scale a product knowledge-heavy CS function while improving quality, speed & customer outcomes.

This is a builder/operator role, where you’ll install the processes, tooling, and documentation that make a complex operation run at scale. You’ll also spend meaningful time coaching individuals and team leads, including jumping into tricky customer issues as needed.

If your superpower is turning messy, policy-dense work into crisp runbooks, routing, and measurable reliability, you’ll love this role.

Within your first year, you will have the opportunity to:

• Build operational excellence into our customer success function. Implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews.

• Own a knowledge base and training materials. Depth of product & industry knowledge is critical to the success of every CSM.

• Industrialize reactive support. Ship macros and decision trees for Verse’s top issues (coverage questions, order lifecycle, denials, shipping). Raise first-contact resolution and cut time-to-answer.

• Develop the best CS team for Verse. We have a wide range of customers with different needs and different levels of support required. You’ll hire and coach CS team members, grow Team Leads, set ladders, expectations, and a coaching cadence rooted in ticket/code reviews

• Partner closely with cross-functional stakeholders. Serve as an excellent partner to Product, Billing & Compliance, and work closely with Sales to implement and scale processes that drive net new revenue growth.

• Level up QBRs and other CS motions.

• Own outcomes. You are the true owner for retention and growth of usage, quality metrics, and support SLAs.

We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply.

Core Skills & Experience:

• Built process at scale. 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams.

• You’re a blend of a customer-focused and growth-focused leader.

• Experience in a usage-based revenue business model.

• Demonstrated operational excellence in prior roles. Our customer success is more operational than many other companies.

• Built teams with a wide range of seniority and skillsets.

• Built & scaled training and enablement programs, especially in complex, regulated areas.

• Data-literate. You join support data with Product & Operations metrics (orders, denials, cycle time) to create account health scores and drive action.

• In-person leader. You believe colocated teamwork builds speed, quality, and coaching culture; you’re excited to be in NYC with the team.

We believe in taking care of our team, both professionally and personally. Here’s what we offer:

• Meaningful Compensation: $180,000 - $260,000 base salary + equity

• Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.

• Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.

• Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.

Work Environment & Location:

• This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.

At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer.

We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at [email protected].