Head of Enterprise Customer Success
Core
Lead enterprise customer success for a healthcare AI platform serving hospitals and health networks, focusing on retention, expansion, and pilot-to-partner conversion.
Role type
Head of Enterprise Customer Success
Builds
Enterprise customer success ecosystem, playbooks, and high-performance CSM teams for a healthcare AI product.
Domain
Healthcare / Health-tech / B2B SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise account management, CSM team leadership, building CS programs from scratch, SaaS retention metrics (NRR, GRR), executive communication, product feedback translation
Preferred skills
Healthcare/health-tech industry experience, public health systems or government procurement experience, multi-region scaling experience, clinical or EHR domain knowledge
Technologies
Gainsight, Totango, ChurnZero, Salesforce, Hubspot
Responsibilities
Champion Net Retention and deliver strategic performance updates to executive leadership; Drive account growth and capture organic expansion opportunities; Manage pilot conversion motion to ensure long-term partnerships; Plan capacity, hire, and retain talent for the CSM team; Partner with Sales on commercial and implementation plans; Run Account Plans and QBR cadences; Bridge the Product Loop by translating feedback into roadmap insights; Collaborate with Support on account handoffs and health monitoring
Seniority
Senior, hands-on IC with team leadership
