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About the Role
This player-coach role involves building Crystal's Customer Success function and team. You will report to the VP of Customer Experience, own retention and growth for post-sale customers, and manage high-touch accounts including newly onboarded practices and those at risk of churning. You will be responsible for creating the customer success playbook, including health scoring, renewal strategies, success plans, and the coverage model.
Responsibilities
- Own retention and growth across the post-sale customer base.
- Manage high-touch accounts, including newly onboarded practices and those at risk of churning.
- Develop customer success infrastructure such as health scoring, renewal plays, success plans, and business reviews.
- Build and lead a Customer Success team, hiring experienced CSMs and developing internal talent from support and training roles.
- Protect the customer base, ensuring GRR is up and renewals are processed on time.
- Grow accounts by identifying opportunities for expansion and handing qualified leads to Sales.
- Ensure customers can demonstrate value, with strategic accounts showing measurable improvements.
- Provide accurate renewal forecasts and articulate the story behind churn and expansion.
Requirements
- 7+ years in Customer Success or Account Management in B2B SaaS.
- At least 2 years of experience leading or player-coaching a CS team.
- Proven track record of hiring experienced CSMs and developing internal talent into CS roles.
- Demonstrated success in owning renewals and expansion, with measurable GRR and NRR.
- Experience building CS infrastructure from scratch, including health scoring, segmentation, coverage models, renewal playbooks, and QBR cadences.
- Experience in SMB or mid-market vertical SaaS, with a strong preference for healthcare, optometry, ophthalmology, EMR, payments, or revenue cycle experience.
- Proficiency in Salesforce and experience building forecasting reports.
- Active and daily use of AI tools for automation in account preparation, outreach, and reporting.
Skills
- Customer Success Management
- Account Management
- B2B SaaS
- Team Leadership
- Hiring
- Talent Development
- Retention Strategies
- Growth Strategies
- Salesforce
- AI Tools
- Forecasting
- Negotiation
- Communication
Location
- Austin
Work Type
- Hybrid
Experience Level
- 7+ years in Customer Success or Account Management
- 2+ years leading or player-coaching a CS team
Salary/Compensations
- Competitive compensation based on experience
Benefits
- Health, dental and vision benefits
- 401(k) with matching company contribution
- Flexible PTO policy
About the Company
- Crystal is a well-funded, fast-growing healthcare technology company.
Equal Opportunity
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.