Head of Customer Success

About Us

AirPay is on a mission to improve the consumer experience for dental patients.

We are growing rapidly, partnering with top dental provider groups and insurance carriers.

Our company is backed by top tier VC’s led by IA Ventures along with the founders of Flatiron Health, Clover Health, Shutterstock and more.

Head of Customer Success

We are looking to elevate our customer journey by bringing on a world-class Head of Customer Success. You will oversee the entire customer journey, proactively anticipating and addressing customer needs. This role is designed for a proactive leader who can transform our Customer Success organization from a reactive to a strategic, customer-centric function. Your mission is to ensure our customers have an exceptional experience and long-term relationship with AirPay.

This is an in-person role based out of our New York City office, with flexibility for some remote work.

Our ideal candidate has a proven track record in driving customer satisfaction, retention, and revenue growth in startup environments, and brings together strategic thinking, operational excellence, and a strong customer-centric approach.

Responsibilities:

• Lead and optimize customer-facing functions.
• Set and achieve Customer Success OKRs, KPIs, and SLAs.
• Collaborate cross-functionally to ensure a cohesive customer experience.
• Design and implement scalable onboarding and implementation processes.
• Build high-performing and efficient pre and post-sales teams.
• Provide strong leadership and mentorship.
• Create an engaging and inspiring work environment.
• Drive practices to track and manage team and individual performance.

Experience:

• 4+ years of experience in customer-facing leadership roles.
• Proven track record of building and scaling customer success, professional services, and support functions.
• Strong understanding of customer onboarding and implementation best practices.
• Track record of driving customer retention and expansion in B2B environments.
• Experience in developing and executing professional services strategies.
• Strong analytical skills.
• Prior startup experience a strong plus.

About You:

• Deep understanding of the entire customer lifecycle.
• Passionate about creating exceptional customer experiences.
• Focused on automating processes for better customer experiences and lower costs.
• Strategic mindset with the ability to dive into operational details.
• Excellent communication skills.
• Natural leader who can inspire and develop high-performing teams.
• Comfortable with ambiguity and thrive in fast-paced environments.
• Data-driven approach to decision making.