Head of Customer Success

About the role

As the Head of Customer Success at Frontera Health, you'll own the health and growth of our clinic partner portfolio while also shaping how the CS function operates at scale. You're not just managing accounts - you're building the playbooks, processes, and team culture that determine how we retain and grow customers over the long term. This is a player/coach role. You'll directly own a handful of key accounts, working hands-on with BCBAs and clinic owners to drive adoption, surface value, and deliver measurable outcomes. At the same time, you'll lead and develop a small team of Customer Success Managers and oversee our Customer Support function, setting the standard for what great looks like across the entire post-sales experience. The right person for this role operates with ownership. You move fast, build structure where there isn't any, and connect every client interaction back to business impact. You're as comfortable presenting to a clinic director as you are digging into account health data, coaching a CSM through a tough renewal conversation, or rolling up your sleeves to resolve a support escalation.

Responsibilities

• Own the Customer Lifecycle (Signature through Expansion)
• You will directly own and manage a select group of key clinic partner accounts, serving as their strategic advisor, primary relationship owner, and escalation point, setting the tone for a service experience that partners consistently describe as exceptional.
• You will own the end to end upsell process by identifying expansion opportunities through usage analytics and AI assisted account analysis, building the business case, leading the commercial conversation, and driving deal closes in partnership with Sales.
• You will develop repeatable upsell motions tied to clear ROI, including expansion triggers, pricing frameworks, and objection handling playbooks, so that expansion becomes a predictable revenue stream rather than an ad hoc effort.
• You will partner with Sales and Product to align on client needs, influence roadmap priorities, and ensure a seamless experience from contract through renewal.
• Lead and Multiply a High Performing Team
• You will lead, mentor, and develop a small team of Customer Success Managers and oversee the Customer Support function, driving accountability, growth, and outcomes aligned to company goals.
• You will instill a high customer service orientation across the team, creating a culture where responsiveness, empathy, clinical context awareness, and proactive communication are the baseline rather than the exception.
• You will set the standard for how AI is used across the team by coaching CSMs to integrate AI into their daily workflows such as call prep, QBR creation, health summaries, and client communications, and by establishing norms for quality, accuracy, and responsible use.
• You will build the team's AI playbook by evaluating new tools, defining where AI adds leverage versus where human judgment is non-negotiable, and continuously refining how the function scales without proportional headcount growth.
• Drive Adoption, Usage, and Portfolio Health
• You will monitor and analyze account health metrics across the full portfolio using AI augmented dashboards and signal detection, identifying risks early and taking decisive action to protect retention and drive expansion.
• You will build and champion scalable CS playbooks, renewal forecasting models, upsell motions, and support workflows that the full team can execute consistently, all designed from the ground up to leverage AI for documentation, triage, and client facing resources.
• You will use data, along with AI to accelerate the analysis of it, to tell the story of your portfolio by tracking adoption, utilization, upsell pipeline, and client outcomes, and translating those insights into clear recommendations for clients and internal stakeholders.
• You will operationalize AI across the CS and Support motion, from automated health scoring and meeting summaries to dynamically generated training materials and client guides, measurably increasing team capacity and response quality.
• Act as the Voice of the Customer
• You will serve as a senior voice for the customer internally, surfacing patterns across

Benefits

Additional Information

Frontera is reimagining how children with autism and other behavioral health needs get the care they deserve. We bring together world-class clinicians, technologists, and autism specialists to build cutting-edge AI tools that help care teams work smarter and spend more time with the children and families who need them most. Our platform is HIPAA-compliant and designed for the real-world needs of behavioral health teams - from psychologists to ABA therapists. By combining evidence-based care with powerful technology, we're expanding access to high-quality services for families everywhere. Our Mission Frontera exists to close the care gap: every child, no matter where they live, should be able to access effective behavioral healthcare.

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