Head of Customer Success
Core
Define and build world-class Customer Success foundations, processes, and playbooks for a global health-tech platform to ensure customer onboarding, engagement, retention, and expansion.
Role type
Strategy-level Head of Customer Success (building function from scratch)
Builds
Repeatable Customer Success discipline, operating rhythms, and customer health frameworks
Domain
Health-tech / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Building Customer Success functions from scratch, designing customer journeys (onboarding to renewal), coaching teams, commercial acumen for upsell/expansion, SaaS metrics expertise (NRR, GRR, churn), stakeholder management, multi-market adaptation
Preferred skills
Healthcare/clinical software experience, enabling non-CS teams, AI/automation in CS, scaling across countries
Technologies
Customer intelligence tools, analytics platforms, automation tools
Responsibilities
Define Customer Success standards and playbooks, create customer health frameworks, coach Medical Operations Specialists, partner with Product and Sales, evangelize best practices globally
Seniority
Senior, hands-on IC with strategic scope
