Leader, Customer Adoption & Experience
Core
Own the end-to-end post-sale customer journey map, voice-of-the-customer program, and Enablement function to drive adoption, time-to-value, and gross revenue retention for a national base of 65,000 medical practitioners.
Role type
Senior Director, Customer Success Operations (Strategy & Execution)
Builds
A unified customer success organization supporting both established enterprise motion and a new product-led offering for independent medical practices.
Domain
Healthcare Technology / B2B SaaS
Required skills
Customer journey mapping, Voice-of-the-Customer program management, Enablement strategy, Cross-functional influence, Data fluency, Team leadership, Adoption metrics definition, Time-to-value optimization
Preferred skills
Hands-on experience with CS platforms (Planhat, Gainsight) and digital adoption platforms (Pendo), AI application for content/feedback analysis, Building functions from early stage, Healthcare technology background, Analytical skills (SQL, BI tools, advanced Excel), CCXP certification
Technologies
AWS, Planhat, Gainsight, Pendo, SQL, BI tools, Excel
Responsibilities
Define adoption milestones and key customer moments; Partner with CSM and Implementation leadership to reduce time-to-value; Lead the Enablement function across customers, Professional Services, CSMs, and Support; Build and run the voice-of-the-customer program; Define and report adoption/experience metrics and customer health scores; Lead and develop the Enablement team and Program Manager.
Seniority
Senior, hands-on IC with people leadership
