Lead Customer Success Manager

We’re ClosedWon Talent, a sales and go-to-market recruiting agency that specializes in working with fast-growing startups. If you’re exploring your next move, we might have just the opportunity for you, including this one.

About the Company

MyCareGorithm is an early-stage health tech startup transforming the oncology consultation experience. Instead of doctors sketching tumors on exam-room paper, patients see a clear, modern visual explanation of their diagnosis and treatment plan, which helps retain patients ~2x more than baseline.

The platform is live in leading cancer centers, academic medical centers, and health systems, with more coming online. MyCareGorithm is integrating with Epic and expanding beyond oncology into new specialties.

CEO Dr. Lou Harrison is a longtime radiation oncologist and former Chair of Radiation Oncology at Moffitt and Mount Sinai. Co-founder Frank Bisignano is the former CEO of Fiserv. The team is fully remote and based on the East Coast.

About the Role

MyCareGorithm is hiring its Founding Customer Success Lead to build and own the entire post-sale function. There is no inherited playbook. You’ll define what customer success looks like here and build the system that scales it.

You will:

• Own your accounts end to end. Run onboarding, implementation, clinician training, adoption, account health, and renewal for a portfolio of enterprise health system accounts.
• Lead onsite go-lives. Train physicians, nurses, and care teams on the platform and build the training and onboarding playbooks behind it.
• Drive adoption and utilization. Track usage, spot adoption gaps early, and act before they become risks.
• Build the CS function. Design health scoring, segmentation, and account tiering with direct support from leadership.
• Expand accounts. Partner with the Founding AE and leadership on renewals and expansion.
• Be the voice of the customer. Bring what you see in accounts into product and roadmap decisions.
• Shape the team. Help hire and lead the team as the function grows.

This role is remote (US, East Coast preferred) with about 3–5 days of travel per month for onsite implementations and key accounts.

Must-Have Requirements

• Clinical background. You’re a Registered Nurse (RN), ideally in oncology, or another acute care or high-intensity setting such as the ICU or cardiology.
• Health tech or SaaS experience in customer success, clinical implementation, clinical specialist, or similar roles.
• Ownership. You own outcomes, not just activity, and act on risks and opportunities before anyone asks.
• Founding mindset. You’re proactive and comfortable building without a playbook in a startup environment.
• Trust. You earn it quickly with physicians, nurse leaders, and executives.
• Training skills. You’re strong at training and implementation, and you want to create the materials and playbooks yourself.
• Travel. You can travel about 3–5 days per month (some months more, some less)

Nice-to-Have Requirements

• Leadership. Experience leading, mentoring, or setting standards for others.
• Account growth. Experience managing accounts and driving renewals, cross-sell, upsell, or expansion.
• CS operations. Experience building health scores, account tiering, or CS processes.
• Founding experience. Founding or 0-to-1 experience at a startup.