Customer Success Team Lead (NYC)

Grab your cape, become a SuperHyro!

Hyro, the leader in Responsible AI Agents for Healthcare, enables health systems to safely automate workflows and conversations across their most valuable platforms, services, and channels—including call centers, websites, SMS, mobile apps, and more. Hyro's customers, which include Intermountain Health, Baptist Health, and Hackensack Meridian Health, benefit from AI agents that are fully HIPAA-compliant, fast to deploy, easy to maintain, and simple to scale—generating better conversations, successful patient outcomes, and revenue-driving insights.

What are we looking for?

Hyro is looking for a Customer Success Team Lead to mentor and manage a team of Enterprise CSMs, guiding some of the largest health systems in the U.S. through successful adoption and long-term partnership with our AI solutions. If you’re passionate about customer success, data-driven growth, and building high-performing teams, we’d love to meet you.

• Lead and manage a team of Enterprise Customer Success Managers, overseeing a high-value book of business and ensuring customer satisfaction, retention, and growth across our portfolio.
• Own team KPIs, including retention, expansion, and overall customer health metrics.
• Coach and support team members, helping them grow professionally while driving consistent performance.
• Advocate for our customers internally by providing structured feedback that influences product roadmaps and drives a customer-first approach across the organization.
• Support CSMs in onboarding new customers and ensuring smooth, timely implementations that set the foundation for long-term success.
• Create and optimize internal processes and playbooks to improve team efficiency, scalability, and operational excellence.
• Join strategic customer calls and support escalations to ensure timely resolution, strengthen partnerships, and build customer trust. 
• Plan and review strategic success plans with our team, ensuring every customer has a clear path to value and long-term success with Hyro’s solutions.
• Lead or participate in executive business reviews to communicate value and align on future goals with key customer stakeholders.
• Collaborate cross-functionally with Sales, Product, Marketing, and Solutions teams to ensure a consistent and seamless customer experience.

• Bachelor’s degree in a relevant field or equivalent practical experience.
• 2–3+ years of experience leading a team of Enterprise Customer Success Managers in a high-growth B2B SaaS environment.
• 6+ years of total experience in customer success or account management, with a strong track record of managing Enterprise-level customers.
• Demonstrated ability to build trusted relationships with senior stakeholders at large, complex organizations.
• Strong leadership skills, with proven experience coaching and developing individual contributors toward high performance.
• Excellent verbal and written communication skills, with the ability to clearly convey value to both technical and non-technical audiences.
• Strategic, customer-first mindset, with a history of driving account growth, increasing retention, and improving customer health.
• Excel at juggling multiple priorities and adapting to changing needs in a fast-paced environment.
• Familiarity with Conversational AI, chatbots, or the healthcare industry is a plus, but not required.
• Willingness to travel quarterly to support customer relationships and attend onsite meetings.

This is a hybrid role, with at least 3 days in the NYC office. Applicants must be currently authorized to work in the United States on a full-time basis.

The offered rate of compensation (NY locations only) will be based on individual education, qualifications, experience, and work location. The OTE annual salary range for this position is $140,000 - $170,000. The range provided is for NY-based hires only and will be commensurate with candidate experience. Pay ranges for candidates in other locations other than NY may differ based on the cost of labor in that location.

Hyro is an equal opportunity employer. We do not discriminate against any employee or job applicant on the basis of race, color, gender, national origin, age, religion, creed, disability or sex.