RouteGenie · 12 hours ago
Head of Customer Success
Buffalo, NY
Full-time
Hybrid
Director/Executive
$150K/yr - $200K/yr
8+ years expRouteGenie is a modern software platform for medical transportation providers, and they are seeking a Head of Customer Success to lead their post-sales organization. This role involves driving customer retention and expansion, stabilizing onboarding processes, and building the operational model to support growth.
Software
Responsibilities
Own renewals and expansion strategy, with accountability for GRR and NRR
Strengthen long-term customer relationships and commercial outcomes
Partner with Sales on expansion opportunities and strategic accounts
Stabilize and scale the implementation function to remove current throughput bottlenecks
Design implementation capacity models, staffing plans, and standardized onboarding motions
Reduce time-to-value while maintaining quality and customer confidence
Lead segmentation across SMB, mid-market, and enterprise customers and define differentiated success motions
Partner cross-functionally to evolve RouteGenie’s operating model as the business moves upmarket
Oversee Customer Support, ensuring effective escalation management and feedback loops
Partner with Product and Engineering to translate customer insights into roadmap priorities
Improve customer experience consistency while maintaining operational efficiency
Build, lead, and develop a growing post-sales organization across Account Management, Implementation, and Support
Establish clear roles, accountability, performance metrics, and career paths
Support strategic partnerships, including Fortune-level healthcare and enterprise partners
Collaborate with Sales and executive leadership on expansion opportunities and long-term growth initiatives
Qualification
Required
8-15 years of experience in Customer Success or related leadership roles
Proven success scaling post‑sales organizations in growth‑stage SaaS environments
Experience owning or heavily influencing renewals, retention, and customer expansion
Strong operational instincts with the ability to bring structure to fast‑moving, ambiguous situations
Track record of leading cross‑functional teams spanning Account Management, Implementation, and Support
Preferred
Background in vertical or operations‑heavy SaaS (e.g., logistics, field services, healthcare‑adjacent platforms)
Experience supporting SMB customers while building toward mid‑market or enterprise maturity
Exposure to implementation design, onboarding automation, and customer training programs
Experience in PE‑backed or profitable growth‑stage companies
Benefits
Competitive salary based on experience and location
Annual bonus opportunity
Medical insurance with employer contribution
100% employer‑paid dental and vision plans
Paid time off, holidays, and flexible core business hours
401(k) retirement plan with company match
Company‑paid covered parking
Professional development, training, and conference opportunities
Company
RouteGenie
RouteGenie is a powerful software for NEMT providers that helps ease the burden of scheduling, routing, dispatching and billing your trips.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2025-07-28
Company data provided by crunchbase