Head of Customer Success

Role Overview

We’re looking for a Head of Customer Success to design, scale, and lead our customer success function as Sohar enters its next phase of growth.

This role sits at the intersection of customer experience, product strategy, and operational leadership — ensuring every customer achieves measurable success and long-term retention.

You’ll build the frameworks, tools, and processes that ensure our customers are not only successful but enthusiastic advocates of Sohar.

This is a player-coach role, equally hands-on with customers and strategic in shaping how our CS organization scales.

Key Responsibilities

Customer Relationship Ownership

• Serve as the senior point of contact for all customers & customer types
  • Enterprise vs. SMBs
• Lead quarterly business reviews (QBRs), renewals, and roadmap alignment sessions.
• Partner with Sales to identify and execute expansion and upsell opportunities.
• Develop customer advocacy programs — case studies, testimonials, and references.

Operational Excellence

• Refine dashboards and reporting frameworks for CS KPIs.
• Implement tools (CRM, CS automation, analytics) that enable scale and visibility.
• Identify churn risk proactively and create intervention playbooks.
• Partner with Support Engineering to align post-launch technical experience with CS strategy.

Cross-Functional Collaboration

• Work closely with Product and Engineering to translate customer insights into product improvements.
• Provide structured feedback loops to inform roadmap priorities.
• Collaborate with Marketing and Sales to amplify customer success stories and revenue growth.

Customer Success Strategy & Leadership

• Design and implement scalable Customer Success processes for onboarding, engagement, renewals, and expansions.
• Define and track customer success metrics (NRR, NPS, onboarding completion, churn).
• Build internal playbooks and standard operating procedures for CS operations.
• Coach and mentor future  CSMs; drive culture and performance standards across the team.
• Collaborate with leadership on CS org design and future hiring needs.

Qualifications

• Typical background: 10+ years total work experience
• 4-6+ years in Customer Success, Account Management, or Post-Sales roles.
• Track record of owning and doubling NRR for enterprise SaaS solutions.
• Proactively monitors and drives up the NPS score.
• Has managed at least a team of 2-5 individuals or owned a full book of business with measurable retention and growth metrics
• Proven success leading or scaling CS operations.
• Experience in B2B SaaS or tech-enabled services, specifically where Implementation & Relationship Management are core to business success
• Strong analytical mindset — comfortable interpreting metrics and customer health data
• Exceptional communication and relationship management skills.
• Nice-to-have experience: Healthcare technology, RCM, or API-first platforms preferred.

This role is a Remote only position, with opportunities to travel for work-related events.

About Sohar Health

🚀 Join the Sohar Health Team - Revolutionizing Healthcare Access in the US 🚀

Who We Are:

• 🌟 Driven by Purpose: As co-founders at Sohar Health, we're committed to a cause that transcends the ordinary. We're not just in the business of healthcare; we're in the business of changing lives.
• 💡 Leading Innovation: Sohar Health (YC23) is the brainchild of Ash and Lucas, who have built a technology that's redefining how providers navigate the complex world of insurance claims. We are trailblazers in leveraging AI in the RCM space.

Our WHY:

💚 Access to Care: We believe that healthcare is a fundamental right, and our 'why' is simple - we want to help more people access the care they deserve.

Our VALUES:

• 🎯 Focus on Data Accuracy: We're unwavering in our commitment to being the most accurate RCM solution in the market.
• 🤗 Empathy in Action: We understand the challenges providers face, and we're here to lend a helping hand.
• 🔍 Transparency is Key: We take pride in our honesty and transparency when delivering data to our customers.
• 🌈 Simplicity Rules: In an industry known for its complexities, we take a refreshingly simple and intuitive approach to make our customers' lives easier.

Sohar Health is an equal opportunity employer, and we're proud of it. We celebrate diversity and believe that it's our differences that make us stronger. We don't discriminate on any basis - race, ethnicity, gender, or background. Inclusion and diversity are at the core of our culture, and we embrace every unique perspective that joins our mission.

The base pay range for this role is $150,000-$200,000 per year.

Sohar Health Interview Process – Overview

Our interview process is designed to be transparent, thoughtful, and efficient. We aim to understand both your experience and how you approach building and leading within a fast-moving, early-stage environment.

1. Introductory Conversation (30 mins)
An initial discussion with a member of our team to learn more about your background and what excites you about Sohar Health. We’ll share more about our mission, stage, and the opportunity ahead.

2. Outcomes-Based Interviews (3 × 45 mins)
A set of structured conversations focused on three key outcomes that define success in this role:

• Increasing Net Revenue Retention (NRR)
• Obtaining and Monitoring NPS
• Growing and Scaling the CS Function
  Each interview is scenario-based, exploring how you’ve driven measurable results and how you think about solving similar challenges at Sohar.

3. Final Conversation (45–60 mins)
A wrap-up session with senior leadership to discuss alignment, long-term goals, and how you would shape the future of Customer Success at Sohar Health.

We value open dialogue, real examples, and authenticity throughout the process — no trick questions, no unnecessary formality.