Head of Customer Success

Hexmodal Technologies Inc•New York, NY

About The Position

We are seeking our first permanent Head of Customer Success to lead the function and support over 1 million installed devices. This role will oversee Technical Operations (project management, field services, on-site support and maintenance, recertification projects), Customer Success Management, Customer Support, and Customer Education & Enablement. The primary goal is to drive the client health score, encompassing devices delivered, correctly installed, in compliance, customer satisfaction, and renewals. This position reports to the VP of Operations.

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 an order-of-magnitude increase in volume.
Physical deployment experience with hardware and software, including device shipping, installation, and ongoing online compliance.
Player-coach and ops-heavy approach.
Ability to refine metrics based on data (health scores, time to value, service levels, per-role KPIs) and hold a team accountable.
Ability to influence without direct authority, achieving outcomes from teams not reporting to you (e.g., warehouse, sales, finance, BizOps, engineering).
Executive presence with enterprise healthcare stakeholders.
Data fluency sufficient for critical analysis and clear communication.
Experience managing a warehouse and logistics interface.

Nice To Haves

Healthcare or hospital operations experience.
Experience with IoT or connected-device fleets at six- or seven-figure device counts, including provisioning, compliance monitoring, recertification cycles, and RMA loops.
Experience with a compliance- or accreditation-driven product (e.g., CMS, Joint Commission, or equivalent regulatory reporting).
Experience building a customer education or certification program that measurably reduced support volume.
Experience with national installer or field-service networks.
Experience with multi-site, multi-year enterprise rollouts where one client means many buildings, many POs, and many acceptances.

Responsibilities

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, including devices delivered, installed correctly, in compliance, and CSAT across all Hexmodal’s.
Lead and grow the four functions of Customer Success: Technical Operations, Customer Success Management, Customer Support, and Customer Education & Enablement.
Hire, level, and coach the people within the Customer Success functions.
Own the customer journey from purchase to renewal.
Set new standards, SLAs, and success metrics for the teams, 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 team service to customers.
Establish Customer Education & Enablement as a distinct function.
Ensure the function runs on scalable systems.
Increase installation pace to match sales growth and steadily decline customer and device issues.
Shrink the backlog of non-installed and non-delivered devices to near zero.
Maintain historically low churn levels and ensure every expansion signal reaches Sales.
Design and staff the organization, and establish trusted metrics for the company.
Manage warehouse and logistics interface.
Oversee multi-site, multi-year enterprise rollouts.