Head of Customer Success
Core
Lead the full customer lifecycle post-sales for a technical healthcare data exchange platform, driving adoption, expansion, and retention while acting as the final stop for customer issues.
Role type
Senior IC Head of Customer Success (player/coach)
Builds
Customer success function for a B2B SaaS platform connecting healthcare data sources
Domain
Healthcare technology / Data exchange
Required skills
Customer success leadership, account management, technical fluency, process design, team building, metrics analysis
Preferred skills
Early-stage startup experience, scaling functions from 1 to 100, enterprise account management
Technologies
Healthcare data systems, EHR integrations
Responsibilities
Define account health metrics and policies, drive global success metrics (GRR, NRR, retention, NPS), resolve complex customer issues, gather and share customer insights, lead team upskilling and hiring, manage enterprise and mid-tier accounts
Seniority
Senior, hands-on IC