Verse Medical
Overview
Verse Medical is building the modern software infrastructure to connect providers, payors, and patients and to deliver hospital-quality care wherever people live. We are a well-funded Series C company on a mission to heal a fragmented system. Base pay range: $180,000.00/yr - $260,000.00/yr. Your Impact
We’re hiring a hands-on Head of Customer Success to scale a product knowledge-heavy CS function while improving quality, speed, and customer outcomes. This is a builder/operator role where you’ll install the processes, tooling, and documentation that make a complex operation run at scale. You’ll also coach individuals and team leads and step into tricky customer issues as needed. If your superpower is turning messy, policy-dense work into crisp runbooks, routing, and measurable reliability, you’ll love this role. What You’ll Achieve Build operational excellence into our customer success function. Implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews. Own a knowledge base and training materials. Depth of product & industry knowledge is critical to the success of every CSM. Industrialize reactive support. Ship macros and decision trees for Verse’s top issues (coverage questions, order lifecycle, denials, shipping). Raise first-contact resolution and cut time-to-answer. Develop the CS team for Verse. Hire and coach CS team members, grow Team Leads, set ladders, expectations, and a coaching cadence rooted in ticket/code reviews. Partner with cross-functional stakeholders. Work with Product, Billing & Compliance, and Sales to implement and scale processes that drive net new revenue growth. Level up QBRs and other CS motions. Own outcomes for retention and growth of usage, quality metrics, and support SLAs. What You'll Bring
We value diverse experiences and backgrounds. If you believe you can achieve the outcomes above, we encourage you to apply. Core Skills & Experience 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams. A blend of customer-focused and growth-focused leadership. Experience in a usage-based revenue business model. Operational excellence in customer success and experience building teams with a range of seniority and skillsets. Experience building & scaling training and enablement programs, especially in complex, regulated areas. Data-literate; able to join support data with Product & Operations metrics to drive action. In-person leader; willingness to be in NYC with the team. The Rewards & Reality
We offer compensation and benefits designed to support you and your family. Meaningful Compensation: $180,000 - $260,000 base salary + equity Comprehensive Health & Wellness: 100% of health insurance premium paid for you; dental and vision plans for you and dependents. Plan for the Future: 401(k) with no company match at this time. Career Growth: Opportunities for rapid career advancement at a company at a major inflection point. Work Environment & Location
Based in New York City (Chelsea). Hybrid model with a 4-days-per-week in-office requirement. Equity & Diversity Pledge
Verse Medical is committed to equitable, hospital-quality care for everyone and to building a diverse, inclusive workplace where people feel a sense of belonging. We are an equal opportunity employer and provide accommodations in the interview process. For accommodations, please contact recruiting@versemedical.com. Compensation Range: $180K - $260K
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Verse Medical is building the modern software infrastructure to connect providers, payors, and patients and to deliver hospital-quality care wherever people live. We are a well-funded Series C company on a mission to heal a fragmented system. Base pay range: $180,000.00/yr - $260,000.00/yr. Your Impact
We’re hiring a hands-on Head of Customer Success to scale a product knowledge-heavy CS function while improving quality, speed, and customer outcomes. This is a builder/operator role where you’ll install the processes, tooling, and documentation that make a complex operation run at scale. You’ll also coach individuals and team leads and step into tricky customer issues as needed. If your superpower is turning messy, policy-dense work into crisp runbooks, routing, and measurable reliability, you’ll love this role. What You’ll Achieve Build operational excellence into our customer success function. Implement ticket taxonomy, triage/routing (L1/L2/L3), SLAs by issue type, QA rubrics, dashboards, and weekly operational reviews. Own a knowledge base and training materials. Depth of product & industry knowledge is critical to the success of every CSM. Industrialize reactive support. Ship macros and decision trees for Verse’s top issues (coverage questions, order lifecycle, denials, shipping). Raise first-contact resolution and cut time-to-answer. Develop the CS team for Verse. Hire and coach CS team members, grow Team Leads, set ladders, expectations, and a coaching cadence rooted in ticket/code reviews. Partner with cross-functional stakeholders. Work with Product, Billing & Compliance, and Sales to implement and scale processes that drive net new revenue growth. Level up QBRs and other CS motions. Own outcomes for retention and growth of usage, quality metrics, and support SLAs. What You'll Bring
We value diverse experiences and backgrounds. If you believe you can achieve the outcomes above, we encourage you to apply. Core Skills & Experience 8–12+ years in post-Sales/Customer Success with 3–5+ years leading teams. A blend of customer-focused and growth-focused leadership. Experience in a usage-based revenue business model. Operational excellence in customer success and experience building teams with a range of seniority and skillsets. Experience building & scaling training and enablement programs, especially in complex, regulated areas. Data-literate; able to join support data with Product & Operations metrics to drive action. In-person leader; willingness to be in NYC with the team. The Rewards & Reality
We offer compensation and benefits designed to support you and your family. Meaningful Compensation: $180,000 - $260,000 base salary + equity Comprehensive Health & Wellness: 100% of health insurance premium paid for you; dental and vision plans for you and dependents. Plan for the Future: 401(k) with no company match at this time. Career Growth: Opportunities for rapid career advancement at a company at a major inflection point. Work Environment & Location
Based in New York City (Chelsea). Hybrid model with a 4-days-per-week in-office requirement. Equity & Diversity Pledge
Verse Medical is committed to equitable, hospital-quality care for everyone and to building a diverse, inclusive workplace where people feel a sense of belonging. We are an equal opportunity employer and provide accommodations in the interview process. For accommodations, please contact recruiting@versemedical.com. Compensation Range: $180K - $260K
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