Head of Regulated Industries, Customer Success
Core
Lead Customer Success for complex Financial Services and Healthcare & Life Sciences enterprise accounts, navigating compliance and security gates to drive adoption of AI/ML products.
Role type
Senior leadership Customer Success Head (Regulated Industries)
Builds
Customer success methodology, playbooks, and executive engagement programs for regulated sectors
Domain
AI/ML, Financial Services, Healthcare & Life Sciences
Deliverable
production ML models | product features
Required skills
Regulated industry customer success leadership, team building and management, compliance and security review navigation, executive stakeholder management, consumption-based business model expertise, strategic account planning
Preferred skills
SaaS/AI/ML product experience, multi-million dollar portfolio management, regulatory framework knowledge (HIPAA, FDA), responsible AI advocacy
Technologies
Claude Platform, Claude Code, Claude Cowork
Responsibilities
Manage and develop a team of Customer Success Managers for regulated enterprise accounts; Own hiring and ramp design for the team; Coach team on navigating compliance, procurement, and security reviews; Drive accountability for expansion, retention, and customer health metrics; Partner with sales to align account strategy and manage handoffs; Build and refine regulated-industries success methodology and playbooks; Collaborate with Product, Engineering, and Security to translate field signals into product direction; Serve as escalation point for at-risk customers; Develop advocacy assets like case studies and reference architectures.
Seniority
Senior, hands-on IC with management of managers