Head of Customer Success

Hexmodal Technologies • New York City, NY

21h

About The Position

Hexmodal is seeking its first permanent Head of Customer Success to lead and scale the function as the company grows from roughly 200,000 devices sold to more than 1 million installed devices. The role oversees Technical Operations (including project management, field services, on-site support and maintenance, and recertification projects), Customer Success Management, Customer Support, and Customer Education & Enablement. It owns the customer journey from purchase through renewal and the end-to-end client health score, including device delivery, correct installation, compliance, customer satisfaction, and renewals. The role reports to the VP of Operations, who currently holds the function on an interim basis.

The Head of Customer Success will lead, hire, develop, and coach the teams; establish standards, SLAs, and success metrics; scale delivery and installation; and refine and run the function’s operating systems. The role will partner with BizOps to develop tooling, automation, and AI workflows that help scale customer support and service. It will also establish Customer Education & Enablement as a function and work cross-functionally with teams including warehouse, sales, finance, BizOps, and engineering.

Success in the first 12 months means the function operates on scalable systems; installations keep pace with sales; customer and device issues decline; the backlog of undelivered and uninstalled devices approaches zero; churn remains at historically low levels; expansion signals reach Sales; and the organization is appropriately designed and staffed, with trusted metrics.

Requirements

• 10+ years of experience in customer success, post-sales operations, implementation, or service delivery.
• 4+ years of experience leading leaders.
• Experience building a post-sales function, with the ability to explain its development from its initial state through a year of growth.
• Experience in both rapidly scaling startups and large organizations.
• Experience participating in a high-growth post-sales organization through an order-of-magnitude increase in volume, and ability to identify the constraint the team overcame.
• Experience with physical deployments involving hardware and software, including devices that ship, are installed, and must remain online and compliant.
• Player-coach approach and strong operations orientation.
• Ability to refine data-based metrics with limited historical evidence, such as health scores, time to value, service levels, and role-specific KPIs, and hold teams accountable while maintaining trust.
• Ability to influence teams that do not report to the role, including warehouse, sales, finance, BizOps, and engineering.
• Executive presence with enterprise healthcare stakeholders, from on-site facilities directors to system-level leaders.
• Strong data fluency and clear written communication.

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, such as one involving 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, or managing a warehouse and logistics interface that the role did not own.
• Experience with multi-site, multi-year enterprise rollouts involving multiple buildings, purchase orders, and acceptances per client.

Responsibilities

• Own the end-to-end client health score, including devices delivered, correctly installed and in compliance, and customer satisfaction.
• Lead and grow the functions of Technical Operations, Customer Success Management, Customer Support, and Customer Education & Enablement; hire, level, and coach their teams.
• Own the customer journey from purchase through renewal.
• Set standards, service-level agreements, and success metrics for the teams, including measures such as time to value and customer satisfaction.
• Keep annual churn low as the installed base grows.
• Partner with BizOps to build tooling, automation, and AI workflows to scale support and customer service.
• Establish Customer Education & Enablement as a function.
• Scale delivery and installation, reduce customer and device issues, and shrink the backlog of undelivered and uninstalled devices.
• Ensure expansion signals reach Sales.
• Design and staff the organization and establish trusted operating metrics.

Benefits

• 401(k) match.
• Medical, dental, and vision premiums fully covered for the employee and 80% covered for dependents.
• Paid parental leave for all parents.
• Unlimited PTO.
• Meaningful equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed