Head of Customer Success

The Role (also the Mission)

Today we have sold roughly 200,000 devices to over 200 health systems in 48 states. We are looking for our first permanent Head of Customer Success to lead the function so that it can support over 1 million devices installed

You will lead four functions - Technical Operations (project management, field services, on-site support and maintenance, recertification projects), Customer Success Management, Customer Support, and Customer Education & Enablement - and you will be driving the client health score: devices delivered, devices installed correctly, devices in compliance, customer satisfaction, and renewals.

This role reports to the VP of Operations, who holds the function on an interim basis today.

Here are some ways you'll make an impact (also Outcomes of the role)

• In short, you will lead the organization, own the customer journey, scale delivery and installation, and refine and run the operating system

• Own the client health score end to end - devices delivered, installed correctly, in compliance, CSAT across all Hexmodal’s

• Lead and grow the four functions of Customer Success, and hire, level, and coach the people in them

• Own the customer journey - from purchase to renewal

• Set new standards, SLAs and success metrics for the teams running these functions, such as cutting Time to Value, or improving CSAT

• Keep annual churn low while the installed base grows several times over

• Partner with BizOps to build tooling, automation, and AI workflows to scale Support and how your teams serve customers

• Stand up Customer Education & Enablement as a function

• What success looks like in 12 months

  • The function runs on scalable systems

  • Installations are growing in pace with sales and customer and device issues are steadily declining against the baseline

  • Backlog of non-installed and non-delivered devices has shrunk to near zero

  • Churn stays at the historically low levels, and every expansion signal reaches Sales

  • The organization is designed and staffed, and the company trusts your numbers

Competencies we are looking for in the right candidate

• 10+ years in customer success, post-sales operations, implementation, or service delivery, with 4+ years leading leaders

• You have built a post-sales function, not only run one someone else built. You can walk us through what existed on day one and what existed a year later.

• You have been part of both rapidly scaling startups and large organizations

• You have participated in a high growth, scaling post-sales organization through an order-of-magnitude increase in volume, and can name the constraint your team broke

• Physical deployment experience: hardware and software together, devices that ship, get installed, and must stay online and in compliance

• Player-coach and ops-heavy

• You refine metrics based on data that don’t have enough history to be proven- health scores, time to value, service levels, per-role KPIs, and then hold a team to them without breaking trust

• Influence without authority. You get outcomes from warehouse, sales, finance, BizOps, and engineering teams that do not report to you

• Executive presence with enterprise healthcare stakeholders, from the facilities director on site to the system-level leaders who sign

• Data fluency deep enough to argue with, and writing clear enough to run a function on

Bonus Points: (Some nice to haves for this role)

• Healthcare or hospital operations experience

• IoT or connected-device fleets at six- or seven-figure device counts: provisioning, compliance monitoring, recertification cycles, RMA loops

• A compliance- or accreditation-driven product (CMS, Joint Commission or equivalent regulatory reporting)

• Built a customer education or certification program that measurably reduced support volume

• National installer or field-service networks, or managing a warehouse and logistics interface you did not own

• Multi-site, multi-year enterprise rollouts where one client means many buildings, many POs and many acceptances