Head Of Customer Success

TL;DR

Head Of Customer Success: Leading and transforming the customer success function to drive measurable business outcomes and client growth with an accent on data-driven performance management, CRM innovation, and team development. Focus on optimizing client ROI, churn reduction, and cross-functional collaboration to maximize customer lifetime value.

What you will do

• Define and execute company-wide customer success strategy supporting retention, expansion, and growth objectives.
• Establish and track quantitative KPIs and qualitative metrics for clients, clinics, and team members to drive continuous improvement.
• Lead, build, and coach a high-performing, data-driven customer success team with clear performance metrics.
• Manage key accounts directly to demonstrate best practices and identify new value opportunities.
• Collaborate with development teams to innovate CRM and client-facing tools using AI and automation.
• Prepare and deliver executive reports highlighting performance, risks, and opportunities.

Requirements

• Fluent English required; Portuguese or Spanish and other languages are a strong plus.
• Proven leadership experience in customer success or consulting sales in SaaS, medtech, or similar B2B sectors.
• Strong analytical skills with ability to transform data into actionable strategies.
• Experience driving client growth, upsell, cross-sell, and maximizing ROI.
• Expertise in CRM collaboration and technology-driven process optimization.
• Demonstrated ability to build and motivate high-performing teams.

Culture & Benefits

• Fully remote work format with global candidate consideration.
• Opportunity to lead transformative customer success initiatives in a market-leading medtech SaaS company.
• Collaborative environment with cross-functional teams including sales, product, and marketing.
• Focus on continuous improvement, innovation, and data-driven decision making.
• Inclusive and equal opportunity employer encouraging diverse applications.