Head of Customer
Core
Own the entire post-sale journey from contract signing to renewal/expansion, acting as the executive voice of the customer to shape product direction and commercial strategy.
Role type
Head of Customer (Leadership)
Builds
Scalable onboarding programs, support systems, customer health frameworks, and advocacy/referral pipelines.
Domain
SaaS / Healthcare / Allied Health Practice Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Post-sale function leadership, retention/expansion strategy, team building at scale, commercial acumen, data-driven decision making, systems thinking, cross-functional influence.
Preferred skills
SMB SaaS growth motion, customer migration/implementation, Intercom administration, AI-powered support tools governance, healthcare software experience.
Technologies
Intercom, AI-powered support tools
Responsibilities
Design scalable onboarding programs; set strategic direction for customer support; own GRR and NRR metrics; build customer health scoring and risk frameworks; own renewal and expansion strategy; build customer advocacy programs; lead and develop high-performing teams.
Seniority
Senior, hands-on IC with leadership scope
