Head of Customer Success

Job Title: Head of Customer SuccessCompany: Cinnamon, Inc.Location: Remote (Anywhere in the United States)Employment Type: Full-TimeAbout Cinnamon:

Cinnamon is a forward-thinking company delivering innovative solutions to biotech and pharmaceutical manufacturers. We empower our revenue customers with cutting-edge tools and services designed to strengthen relationships with health systems and patients, driving measurable success. We’re seeking a dynamic leader to ensure our clients thrive through exceptional customer success.

Job Overview:

Cinnamon is looking for an experienced Head of Customer Success to oversee project management and exceed the expectations of our biotech and pharmaceutical manufacturer clients. This remote leadership role will focus on building and managing a high-performing customer success team, ensuring seamless execution of client initiatives, and delivering outstanding value. The primary goal is to meet and exceed client expectations by driving adoption, satisfaction, and retention while aligning with revenue objectives.

Key Responsibilities:

• Lead the customer success strategy for biotech and pharmaceutical manufacturer accounts, ensuring alignment with client goals and company revenue targets.
• Oversee project management for client implementations, ensuring timely delivery of solutions and exceptional service quality.
• Build, mentor, and manage a team of customer success professionals, fostering a culture of excellence, collaboration, and client focus.
• Act as the primary escalation point for complex client issues, working proactively to resolve challenges and maintain strong relationships.
• Define and track success metrics (e.g., client satisfaction scores, renewal rates, upsell opportunities, and adoption rates) to measure and improve customer outcomes.
• Partner with sales, product, and leadership teams to align customer success initiatives with company growth strategies.
• Conduct regular business reviews with clients to assess performance, identify opportunities for growth, and ensure expectations are exceeded.
• Develop and refine customer success processes, playbooks, and tools to enhance efficiency and scalability.
• Stay attuned to industry trends and client needs, providing insights to shape product enhancements and service offerings.

Customer Success Roles & Metrics:

• Roles: Oversee onboarding, ongoing account management, and proactive engagement to ensure clients achieve their desired outcomes. Drive adoption of Cinnamon’s solutions, provide strategic guidance, and advocate for client needs within the organization.
• Success Metrics: Key performance indicators include customer retention and renewal rates, expansion revenue (upsells/cross-sells), time-to-value for new clients, and overall client satisfaction. Success will be measured by the ability to consistently exceed client expectations and contribute to revenue growth.

Qualifications:

• 5-10 years of experience in account management and customer success roles, preferably within biotech, pharmaceutical, or healthcare industries.
• Proven leadership experience managing customer success or account management teams, with a focus on delivering exceptional client outcomes.
• Strong project management skills, with the ability to oversee multiple client initiatives and ensure timely, high-quality execution.
• Deep understanding of biotech and pharmaceutical manufacturer needs, including market access, patient engagement, or brand strategy dynamics.
• Exceptional communication and interpersonal skills, with a talent for building trust and influencing stakeholders at all levels.
• Data-driven mindset with experience defining and leveraging success metrics to improve performance.
• Comfortable thriving in a remote, fast-paced environment with a proactive and solution-oriented approach.
• Bachelor’s degree required; advanced degree (e.g., MBA) or relevant certifications a plus.

Compensation & Benefits:

• Market-commensurate salary based on experience and expertise.
• Opportunity for equity participation in Cinnamon, Inc.
• Comprehensive benefits package, including health, dental, vision, and retirement plans.
• Flexibility of a fully remote role with nationwide eligibility.

Why Join Cinnamon?

As Head of Customer Success, you’ll lead a critical function that directly impacts our biotech and pharmaceutical clients’ success. Join a passionate team where your leadership will shape client experiences, drive measurable results, and contribute to the growth of an innovative company.

How to Apply:

Please submit your resume and a cover letter detailing your experience in customer success and why you’re excited to lead this function at Cinnamon, Inc. Cinnamon, Inc. is an equal opportunity employer and values diversity in our remote workforce.