About the Company

We are a well-funded AI company specializing in advanced diagnostics solutions for precision medicine applications. Our innovative platform helps medical professionals make faster, more accurate diagnostic decisions. With a growing international presence and offices across multiple continents, we are expanding our impact on patient care through groundbreaking technology.

Position Summary

You’ll drive our customer experience strategy and execution. This leader will build and scale our customer operations function while ensuring alignment with regulatory requirements and industry best practices. The role encompasses customer success, implementation, and strategic account management, with a focus on delivering measurable value to healthcare institutions.

Key Responsibilities

• Build and scale a high-performing customer operations organization

• Lead the customer success and operations organization to drive adoption and customer satisfaction across all stages of the customer journey

• Provide executive-level guidance on customer needs and market requirements

• Build a scalable, customer-centric operational framework

• Develop and track customer health metrics and KPIs

• Create and implement strategic account management programs

• Monitor industry trends to anticipate customer needs and evolve service delivery

• Drive customer retention and expansion initiatives for upselling opportunities

• Establish best practices for customer onboarding and solution deployment

• Oversee technical implementation and integration programs

• Ensure successful adoption across diverse healthcare environments

• Build relationships with key stakeholders across customer organizations

• Collaborate with Product and Engineering on customer-driven improvements

• Partner with Sales and Marketing on customer engagement initiatives

• Align customer operations with overall company objectives

• Develop team capabilities and career growth paths

• Create a culture of continuous improvement and excellence

Qualifications

• Senior leadership experience in healthcare organization overseeing customer success and implementations teams

• Progressive experience in customer-facing leadership roles

• Proven success scaling operations in a high-growth environment

• Experience managing complex enterprise software deployment in regulated healthcare environments

• Solid working knowledge of healthcare delivery, clinical workflows, and EHR implementation

• Strategic planning and execution

• Experience establishing customer success metrics and optimization

• Results-oriented leader with strategic mindset

• Strong communication and relationship building abilities

• Analytical approach to problem-solving

• Adaptable to rapid change and growth

• Commitment to customer advocacy