Head of Customer Success
AIVF is a growth company that aims to transform the IVF journey. We are a team of experts with decades of clinical, technology and business experience focused on bringing advanced artificial intelligence (AI) to optimize every phase of the fertility process.
Set the vision, strategic plan and implementation for AIVF’s Customer Success organization which will include:
- Assist in pre sales functions, lead customer onboarding, training and ongoing support.
- Driving product adoption and continued customer engagement leading a positive experience and driving growth.
- Analyze and learn from customer data.
- Reduce churn and drive new business growth through sales and upsell opportunities.
- Work closely with the product team to provide insights and ideas.
- Work closely with AiVF’s sales organization and align on strategies, renewal forecasting, and account opportunities.
- Collaborate cross-functionally to improve the overall customer experience leading to greater satisfaction and loyalty among our clients.
- Demonstrated experience leading customer success operations, account management in a SaaS software company. Experience in the healthcare and startup space is a plus.
- Proven experience establishing, growing, and leading teams, driving new and expansion sales, driving product adoption and leveraging customer success best practices.
- Strong analytical thinking, process development and improvement, problem solving, communication, delegation, and planning.
- Flexible and agile in responding to evolving business priorities and dealing with ambiguity.
- Excellent customer facing skills: training, coaching, discussion management, and ability to explain and present complex concepts in an easy-to-understand manner.
- 5+ years of experience in customer success or related activities.
- Advanced technical skills (analyzing logs, debugging technical IT issues etc).
- English at proficiency.
- Some travel will be required.