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About the Role
We are seeking our first permanent Head of Customer Success to lead the function and support over 1 million installed devices. You will lead Technical Operations, Customer Success Management, Customer Support, and Customer Education & Enablement, driving key metrics like devices delivered, installation success, compliance, customer satisfaction, and renewals. This role reports to the VP of Operations.
Responsibilities
- Lead the Customer Success organization, own the customer journey, scale delivery and installation, and refine the operating system.
- Own the client health score end-to-end, including devices delivered, correctly installed, in compliance, and customer satisfaction.
- Lead and grow the four functions of Customer Success, including hiring, leveling, and coaching team members.
- Own the customer journey from purchase to renewal.
- Set new standards, SLAs, and success metrics for teams, focusing on reducing Time to Value and improving CSAT.
- Maintain low annual churn as the installed base grows significantly.
- Partner with BizOps to build tooling, automation, and AI workflows to scale support and team service delivery.
- Establish Customer Education & Enablement as a distinct function.
- Ensure the function operates on scalable systems within 12 months.
- Increase installation pace to match sales, while steadily declining customer and device issues.
- Reduce the backlog of non-installed and non-delivered devices to near zero.
- Maintain historically low churn levels and ensure all expansion signals reach Sales.
- Design and staff the organization, and establish trusted metrics.
- Manage physical deployment of hardware and software devices.
- Refine metrics based on data, including health scores, time to value, service levels, and per-role KPIs.
- Influence without authority to achieve outcomes from cross-functional teams.
- Engage with enterprise healthcare stakeholders at various levels.
- Utilize data fluency to analyze and communicate effectively.
- Build a customer education or certification program that measurably reduces support volume.
- Manage multi-site, multi-year enterprise rollouts.
Requirements
- 10+ years in customer success, post-sales operations, implementation, or service delivery.
- 4+ years leading leaders.
- Experience building a post-sales function from its inception.
- Experience in both rapidly scaling startups and large organizations.
- Experience in a high-growth, scaling post-sales organization through significant volume increases.
- Physical deployment experience with hardware and software, including installation and online compliance.
- Player-coach and ops-heavy approach.
- Ability to refine metrics based on data and hold teams accountable without breaking trust.
- Ability to influence without authority across various departments.
- Executive presence with enterprise healthcare stakeholders.
- Data fluency sufficient for analysis and clear communication.
- Experience with IoT or connected-device fleets at scale.
- Experience with compliance- or accreditation-driven products.
- Experience managing national installer or field-service networks.
- Experience managing warehouse and logistics interfaces.
- Experience with multi-site, multi-year enterprise rollouts.
Skills
- Customer Success
- Post-Sales Operations
- Implementation
- Service Delivery
- Leadership
- Project Management
- Field Services
- On-site Support
- Maintenance
- Recertification Projects
- Customer Success Management
- Customer Support
- Customer Education
- Customer Enablement
- Client Health Score Management
- Customer Journey Ownership
- Scaling Delivery
- Scaling Installation
- Operating System Refinement
- Customer Satisfaction (CSAT)
- Renewals Management
- Churn Reduction
- Tooling and Automation
- AI Workflows
- Data Analysis
- Metrics Definition
- Service Level Agreements (SLAs)
- Key Performance Indicators (KPIs)
- Influence
- Executive Presence
- Data Fluency
- Healthcare Operations
- Hospital Operations
- IoT
- Connected Devices
- Provisioning
- Compliance Monitoring
- Recertification Cycles
- Return Material Authorization (RMA) Loops
- Regulatory Reporting
- Logistics Management
Location
- 48 states
Work Type
- Full-time
Experience Level
- 10+ years
- 4+ years leading leaders
About the Company
- Sold roughly 200,000 devices to over 200 health systems in 48 states.