Head of Customer Success (USA)

Apply below

United States (remote). Full-time.

NovoPsych exists to help mental health clinicians improve their client outcomes. Behind every one of the assessments we deliver is a clinician sitting with someone who is struggling, trying to understand them well enough to help. Everything we build is in service of that moment.

Since 2012, more than 75,000 mental health professionals across Australia, North America, the UK, Europe and New Zealand have used NovoPsych’s 150+ validated assessments and NovoNote, our AI scribe and clinical writing assistant. Clinicians trust us because we are scientist-led: clinical psychologists and PhD psychometricians work alongside our engineers, and we publish our research in peer-reviewed journals.

We are growing fast and are still small enough at around 30 people that every hire shapes the company. If you want your work to change how mental health care is delivered around the world, and you move quickly, this is the place.

Build a customer success function that clinicians love and that grows the business. You’ll lead our customer team, own retention and expansion, and personally look after our most important US accounts.

The opportunity

Thousands of clinicians rely on NovoPsych every day, and our US customer base is growing fast, from solo therapists to large group practices and health systems. You’ll be a senior leader of our current customer success team, with the freedom to design the function from scratch and the backing to grow it.

What you’ll do

• Lead our customer success and support team across the US and Australia.
• Design the service model by segment: high-touch for enterprise, low-touch for group practices, automated for solo clinicians.
• Build the systems: account health scoring, onboarding playbooks, renewal and expansion processes, and a retention dashboard.
• Put AI to work: automate routine support, draft replies, and trigger proactive outreach when a clinician hits a problem.
• Personally manage our largest US accounts and early enterprise deals, from onboarding and data migration to quarterly reviews.
• Grow group practices where a few clinicians already use NovoPsych into practice-wide accounts.
• Bring the voice of the customer to product every month, with evidence.
• Hire your first US account manager and build the team as we scale.

You’ll thrive here if you…

• Are ambitious, hands-on and want to build something, not inherit it.
• Hustle: you take the hard calls yourself and enjoy being first in.
• Care deeply about clinicians and the people they serve.
• Automate everything you can and measure everything you do.

Selection criteria

• 8+ years in customer success, with 3+ years leading a team of 5 or more.
• Has built a customer success function, playbooks and health scoring from scratch at least once.
• A track record of improving retention and net revenue retention, with numbers to prove it.
• Experience in behavioral health, health-tech or vertical SaaS.
• Hands-on experience building AI and automation workflows (Zapier, n8n, HubSpot, AI support tools).
• Excellent relationship-building with clinicians, practice owners and executives.

Nice to have

• Licensed clinician or clinical operations background.
• Experience with EHR integrations and data migration.
• Experience leading a team across time zones.

What success looks like in 12 months

• US churn down meaningfully, and net revenue retention above 110% on managed accounts.
• Every new enterprise and group account live within 30 days.
• A health-scoring system and playbooks the whole team runs on.
• A higher share of support handled by AI, with customer satisfaction held or improved.

What we offer

• A senior, foundational role at a profitable, fast-growing clinical technology company with global reach.
• A world-class research and clinical team. Meet the team.
• Competitive base salary plus a performance bonus tied to retention and growth.
• Remote work and autonomy.
• The chance to build and lead a growing US team.

How to apply

Apply using the form below, including your resume and cover letter. In your cover letter, please outline:

1. A customer success system you built (playbook, health score or automation) and the retention result it drove.
2. How you’d spend your first 30 days leading an established customer success team.
3. Key attributes or achievements that demonstrate your exceptional ability.