Customer Success Partner (US, Remote)

We are seeking an Strategic Customer Success Partner to own the strategic success of some of Eleos’s largest and most complex customers. You will serve as a trusted advisor to customer leaders, ensuring customers achieve measurable value, strong adoption, and long-term success with Eleos.

Reporting to the Manager, Strategic Customer Success, you will own the customer strategy across your portfolio — anticipating risk, identifying opportunities, developing strategic success plans, and mobilizing the right customer and Eleos stakeholders to drive results.

You are a strategic, proactive customer leader who takes ownership of long-term outcomes. You are curious about your customers’ organizations and bring recommendations and a clear point of view rather than simply reacting to requests.

You are comfortable navigating complex organizations, influencing executive stakeholders, using data to drive decisions, and balancing customer advocacy with business objectives. Most importantly, you anticipate what your customers will need next and build the strategy to get them there.

• Own strategic customer strategy: Manage a portfolio of Eleos’s largest and most complex customers, developing strategic account and success plans tied to adoption, measurable outcomes, retention, and growth.
• Build strategic relationships: Develop trusted, multi-threaded relationships from operational and clinical champions through executive sponsors, maintaining strong alignment on priorities, value, and long-term partnership goals.
• Drive adoption and value: Use utilization, customer health, workflows, and outcomes data to identify barriers and proactively develop strategies that increase adoption and demonstrate measurable clinical and operational impact.
• Anticipate and mitigate risk: Identify early signals of customer risk, maintain a clear point of view on account health and renewal readiness, and lead mitigation strategies before issues become urgent.
• Lead strategic conversations: Facilitate executive business reviews and other high-impact conversations, bringing data, insights, best practices, and evidence-based recommendations that help customers maximize the value of Eleos.
• Drive retention and growth: Partner closely with Account Management on renewal and expansion strategy, identifying growth opportunities and mitigating commercial risk.
• Orchestrate and influence: Mobilize cross-functional teams to advance customer priorities while translating customer trends and insights into recommendations that influence Eleos’s Product, CS strategy, and broader customer experience.
• Lead cross-functional collaboration: Partner closely with Implementation Consultants, Account Managers, Product, Support, and other teams to align on customer strategy, remove barriers, and deliver a seamless customer experience. Act as the strategic connector across teams, ensuring clear ownership and coordinated execution against customer goals.
• Elevate Customer Success: Share best practices, improve scalable playbooks and processes, and support the growth of the broader CS team.

• 5+ years in Customer Success, Strategic Account Management, Consulting, or a related role within SaaS, healthcare technology, or another complex B2B environment.
• Demonstrated success managing complex, high-value enterprise relationships and navigating multiple stakeholders, business units, or use cases.
• Proven ability to drive product adoption, measurable value, retention, and strategic account plans.
• Strong executive presence and ability to lead data-driven conversations with VP and C-suite stakeholders.
• Strong analytical and commercial acumen, with experience identifying risk, demonstrating ROI, and partnering on renewals and growth.
• Ability to navigate complex or high-stakes conversations, influence without authority, and balance customer and business objectives.
• Highly proactive, organized, and comfortable operating with autonomy in a fast-moving, cross-functional environment.
• Experience with building Claude AI Workflows, Salesforce, ChurnZero, or similar platforms.
• Healthcare technology, behavioral health, or other regulated-industry experience strongly preferred.
• Ability to travel 30% for customer visits 

This is a unique opportunity to join a startup that has a meaningful impact on thousands' well-being and mental health.
This role offers:

• A team of amazing people with a shared vision and the infinite drive to make it happen
• The base pay range for this position is $120,000-140,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.
• Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy
• Fully remote work environment

Benefits

For employees

• Competitive health and well-being benefits, mental healthcare support, and life and AD&D insurance
• Significant equity and 401(k) plans matched to 4%
• Company sponsored retirement plan
• Global business travel insurance for you and any dependents traveling with you
• Domestic conference budget and annual learning & development stipend
• Remote work stipend

Life & family

• Generous PTO, additional mental health days, and paid time off to recharge, care for yourself and loved ones, and handle life's moments
• Fertility treatment and family planning coverage

Culture & development

• Annual learning & development stipend
• Employee resource groups and team-driven celebrations and events