Head of Customer Strategy & Operations
Offer summary
Qualifications:
Strong technical background with experience in developer-first products and APIs., Excellent customer-facing skills with a focus on support and success., Ability to move quickly and manage multiple tasks simultaneously., Leadership experience with a track record of hiring and developing teams..Key responsibilities:
- Oversee the Customer Strategy & Operations team and its performance.
- Ensure the technical success of all customers from onboarding to production.
- Identify product gaps from customer feedback and communicate with product and engineering teams.
- Manage major incidents, outages, and escalations to ensure customer satisfaction.
Job description
Were building a new healthcare clearinghouse
In the healthcare sector, the Health Insurance Portability and Accountability Act of 1996 (HIPAA) requires that all insurance payers exchange transactions such as claims, eligibility checks, prior authorizations, and remittances using a standardized EDI format called X12 HIPAA. A small group of legacy clearinghouses process the majority of these transactions, offering consolidated connectivity to carriers and providers.
Stedi is building the world’s only APIfirst clearinghouse. By offering modern API interfaces alongside traditional realtime and batch EDI processes, we enable both healthcare technology businesses and established players to exchange missioncritical transactions. Our clearinghouse product and customerfirst approach have set us apart. Stedi was ranked the #3 fastestgrowing SaaS vendor in Ramp’s April 2025 report.
What is Customer Strategy & Operations?Stedi is a healthcare clearinghouse for developers. We’re a techdriven company. We pore over our infrastructure and ship features constantly. But when we ask customers why they chose us – what we do better than anyone else – they always say the same thing:
What we’re looking forWe are hiring a Head of Customer Strategy & Operations who isn’t afraid to do the job before scaling the team.
We are looking for someone who will learn every inch and corner of the product. Someone who cares as much about our smallest customers as our biggest; our quietest and our loudest. Someone who sweats the details, can never have enough context, and believes there is no task beneath them. Someone who will be the first into the fire, and the last one out with a root cause analysis in tow.
This role isn’t made for your typical Head of Customer Success or Support the work moves extraordinarily fast, the problems are complex and technical, and the decisions you make will have real impact across our customers, products, and business.
Who you are
You have a technical product mindset. You go beyond helping customers with the task at hand. You are able to intuitively identify product gaps based on customer feedback, and are able to articulate those to product and engineering teams. You are familiar with developerfirst products (working with APIs, JSON, LLMs, etc).
You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost when responding with urgency (both externally to customers and internally to stakeholders).
You are exceptional at staying on top of many open threads simultaneously. You are hyperresponsive, organized, and thorough. You instinctively document decisions and processes to avoid repeat problems. You know when to zoom in to the details or zoom out to reprioritize. You never drop balls.
You have customerfacing experience: You have worked directly with customers; ideally within customer success, support engineering, product operations, consulting, or adjacent roles.
You do what it takes to get the job done. You are resourceful, selfmotivating, selfdisciplined, receptive to feedback, and don’t wait to be told what to do. You put in the hours.
You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships.
You are a leader. You know what it takes to hire and develop the best. You know that the strongest leaders are also highperforming individual contributors. You are not afraid to do the work and lead by example.
What youll do
Take on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function.
Be directly responsible for the technical success of all customers, from those in a proofofconcept period through production.
Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible.
Be the primary owner of all major incidents, outages, and escalations.
Identify product gaps and signals from customers and relay those as welldocumented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers.
Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling selfservice customer adoption.
We’ve been made aware of individuals impersonating the Stedi recruiting team. Please note:
You have a technical product mindset. You go beyond helping customers with the task at hand. You are able to intuitively identify product gaps based on customer feedback, and are able to articulate those to product and engineering teams. You are familiar with developerfirst products (working with APIs, JSON, LLMs, etc).
You move fast. We move fast as an organization. Our median response time to customers during business hours is 3.4 minutes. This requires an ability to match our pace and not get lost when responding with urgency (both externally to customers and internally to stakeholders).
You are exceptional at staying on top of many open threads simultaneously. You are hyperresponsive, organized, and thorough. You instinctively document decisions and processes to avoid repeat problems. You know when to zoom in to the details or zoom out to reprioritize. You never drop balls.
You have customerfacing experience: You have worked directly with customers; ideally within customer success, support engineering, product operations, consulting, or adjacent roles.
You do what it takes to get the job done. You are resourceful, selfmotivating, selfdisciplined, receptive to feedback, and don’t wait to be told what to do. You put in the hours.
You have deep customer empathy. You can quickly understand a customer’s needs while also having the ability to get into the weeds on technical areas of a product to ensure they’re getting the most value. You keep customers at the center of your work and always prioritize customer relationships.
You are a leader. You know what it takes to hire and develop the best. You know that the strongest leaders are also highperforming individual contributors. You are not afraid to do the work and lead by example.
Take on responsibility for the people, priorities, and performance of the Customer Strategy & Operations function.
Be directly responsible for the technical success of all customers, from those in a proofofconcept period through production.
Build out the systems and processes to ensure customers are being onboarded successfully and as quickly as possible.
Be the primary owner of all major incidents, outages, and escalations.
Identify product gaps and signals from customers and relay those as welldocumented issues to product and engineering teams for review and implementation. Ensure the loop is closed with customers.
Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling selfservice customer adoption.
We’ve been made aware of individuals impersonating the Stedi recruiting team. Please note:
What youll do
Required profile
Experience
Other Skills
- Problem Solving
- Consulting
- Empathy
- Time Management
- Communication
- Leadership
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