Customer Success Lead

Spectrum Search is partnered with an early-stage healthcare technology company improving access to mental health support for children and families. The company is looking for a Customer Success Lead to own strategic education partnerships while helping build the operating foundations of its customer success function.

About the opportunity

This is a senior, hands-on customer success role combining strategic account ownership, commercial growth and operational development. The successful candidate will manage a portfolio of school and district partnerships while defining the playbooks, metrics and workflows needed to scale the function.

The role suits someone who has operated in an early-stage environment, enjoys building from first principles and can combine strong relationship management with a proactive approach to account growth.

The role

You will act as a primary partner to education stakeholders, developing trusted relationships and identifying opportunities to expand engagement across your portfolio. Alongside day-to-day account ownership, you will help shape how the customer success team operates, using data and AI tools to improve workflows, prioritisation and decision-making.

There is also scope to coach colleagues and contribute to the development of the wider function as the organisation grows.

Key responsibilities

• Own a portfolio of strategic school and district partnerships end-to-end
• Build strong relationships with school stakeholders and act as a trusted point of contact
• Identify opportunities to increase engagement and drive growth across existing accounts
• Develop and operationalise customer success playbooks, processes and best practices
• Define metrics and dashboards to monitor account health and prioritise team activity
• Use AI tools to automate repetitive workflows, generate insights and improve productivity
• Translate customer data and feedback into clear commercial and operational actions
• Partner with Product, Operations, Growth and specialist internal teams to resolve issues and improve the customer experience
• Represent the voice of the customer internally and share frontline insights across the organisation
• Support and coach colleagues as the customer success function develops

Essential requirements

• Strong track record in customer success, account management, sales or business development
• Experience managing a high-volume portfolio rather than a small number of enterprise-only accounts
• Demonstrable ability to drive account growth, expansion or upselling alongside retention
• Experience building processes, playbooks or customer-facing operations from an early stage
• Strong relationship management skills with the ability to navigate complex stakeholder conversations
• Commercial and metrics-driven approach, with confidence turning imperfect data into actionable insights
• Practical experience using AI tools for workflow automation, communications or customer insights
• Comfortable operating with autonomy and developing structure where established processes do not yet exist
• Ability to coach others and contribute to the development of a growing team

Nice-to-haves

• Experience within an early-stage technology company
• Education technology, K-12 or school partnership experience
• Experience within healthcare, mental health or other human-centred services
• Background spanning both commercially focused sales and customer success responsibilities

Location and remote setup

This is a full-time hybrid position based in New York City, with three days per week required in the office. Candidates should already be based in New York City or be willing to relocate. Visa transfers, including relevant existing US work visa arrangements, may be considered.