Head of Customer Success (Pathology)

Head of Customer Success

Industry
Pathology
Capital
$79.3M
Team Size
100

By the Numbers

168
Identified
58
Vetted
8
Introduced
1
Placed
76
Days

The Challenge

The Head of Customer Experience will play a key role by overseeing the initial delivery and ongoing success of the company’s category-leading software. This executive will have 7+ years of experience leading client delivery and customer support/success efforts for healthcare enterprise SaaS solutions. This candidate would have have led successful CS teams and enabled both revenue and NPS growth by leveraging findings from CS touchpoints into expansion/cross-selling opportunities for the commercial team. Lastly, they will have comfort in high-growth settings, having worked in companies with steep growth trajectories in terms of both revenue and customer volume.

The Mandate

Attributes
Ideal
Industry Experience
Healthcare SaaS
Professional Services
Experience building scalable processes
Customer Adoption & Support
Experience developing net-new training
Customer Expansion & Renewal
Experience building SOP in regards to CS
Financial Acumen
Experience balancing human vs tech
Technical Competencies
Strong knowledge of interfacing standards
Cross-Functional Collaboration
Credibly partners across the organization
Culture
Is an encouraging & motivating voice
Entrepreneurial
Thrives in growth organizations
Leadership Style
Experience building successful teams

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