Sohar Health
Head of Customer Success
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.