Head of Customer Success (Platform)

About Our ClientOur client is building technology that listens, understands, and gets out of the way—so clinicians can get back to being clinicians. The flagship product uses advanced AI to automate clinical documentation in real time, reducing the time it takes to complete notes by more than 70%. And that’s just the beginning.The team is now powering the next wave of voice-enabled healthcare experiences across telehealth platforms, care delivery tools, and specialty EMRs through a proprietary AI infrastructure. Clinicians using these solutions spend over 70% less time on administrative work, and organizations see meaningful ROI within the first year. Our client is reimagining the healthcare technology stack to make the lives of clinicians better.About The RoleOur client is rethinking healthcare from the ground up and needs a strong digital presence to support that mission. This role will lead all post-sales activities for the platform and partner vertical, working with major EHR, RCM, telehealth, and value-based care partners. Reporting to the Chief Customer Officer and collaborating closely with executive leaders, this position oversees implementation, onboarding, retention, expansion, and revenue for the full platform customer portfolio. Success requires deep expertise in platform technologies (SDKs, APIs), developer workflows, and managing complex, long-term B2B and B2B2B partnerships.What You’ll Be Responsible For• Team Management: Grow and lead a team of managers, customer success professionals, solution engineers, and partner-enablement pods overseeing the full lifecycle of platform customers, including solution development, beta deployment, and expansion. • Executive Relationship Management: Build, manage, and expand relationships with senior customer executives, maintaining strong and frequent communication. • Commercial Focus – Expansion and Renewals: Own growth, expansion, and renewals across all platform accounts. Strong understanding of both B2B and B2B2B/partner sales motions is essential. • Delivery Focus – Development, Onboarding, Deployment: Oversee solution engineering teams responsible for developing, deploying, and scaling platform solutions for end-users. • Forecasting & Budget Management: Manage and report on forecasting, budgets, and organizational planning. • Cross-Functional Collaboration: Work closely with product and engineering teams on the core platform, requiring strong familiarity with API/SDK tech stacks. Experience with MCP/Agent infrastructure is a plus.You Might Be a Fit If You Have…• 15+ years of progressive experience in Customer Success, Account Management, or Professional Services at a platform-based company, including 10+ years in leadership roles managing both technical and commercial teams. • Experience within a SaaS or platform organization selling and deploying technically oriented products (APIs, SDKs, PaaS, IaaS, etc.) to developers and product teams. • A strong record of driving significant NRR expansion across strategic customer portfolios. • Deep understanding of the B2B2B/partner/channel business model and the challenges of driving adoption through intermediaries. • Exceptional communication, presentation, and negotiation skills at the executive level. • Healthcare or consulting experience is preferred but not required.What Makes This Opportunity Stand Out• A mission that matters: The company is committed to making healthcare technology invisible and assistive—so clinicians can devote more time to patient care. • A product that delivers: The AI solutions are actively used by clinicians across real health systems, producing measurable impact. • A team that understands the problem: Built by seasoned technologists, clinicians, and industry veterans. • Strong backing: Supported by top-tier investors with more than $160M raised to date. • Recognized innovation: Featured by major industry organizations for leadership, innovation, and technology excellence. • A massive market: Transforming a $30B+ industry with real momentum behind it.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”