Head of Customer Success & Partnerships (Temporary)

As the Head of Customer Success & Partnerships at Idoven, you will be responsible for developing and executing a global strategy focused on driving customer satisfaction and commercial growth. This includes leading the Customer Success team, owning key accounts for retention and growth, establishing partnerships with healthcare organizations, and ensuring effective cross-functional alignment.

Candidates for the Head of Customer Success & Partnerships role at Idoven should have over 8 years of experience in customer success or commercial leadership, particularly within SaaS, HealthTech, or AI sectors. A proven track record of scaling customer success teams, managing partnerships, and commercial negotiation skills are also required.

Idoven offers a unique working environment that promotes flexibility with unlimited remote work options. The company values personal and professional development, providing opportunities for learning, access to state-of-the-art technology, and a supportive culture with regular team events.

In the Head of Customer Success & Partnerships role at Idoven, you will directly influence the company's growth by driving revenue through strategic customer success initiatives and developing key partnerships. Your efforts in increasing client retention and improving their satisfaction will significantly impact the company’s commercial success.

Must-have skills for the Head of Customer Success & Partnerships position at Idoven include strong leadership and communication abilities, a data-driven approach to managing customer success metrics, proficiency in CRM systems, and the capacity to work autonomously in a dynamic, fast-paced environment.

Customer success is the proactive approach of ensuring customers achieve their desired outcomes while using our product, leading to high satisfaction and retention rates. In my role, I prioritize building strong relationships and understanding our partners' needs to drive measurable results.

I have successfully built and scaled customer success teams in my previous roles by setting clear objectives and empowering team members through training and mentorship. I believe in fostering a culture of collaboration and accountability to enhance team performance.

To improve partner satisfaction at Idoven, I would implement targeted feedback loops to gather insights and address concerns promptly. Additionally, I’d establish regular check-ins and training sessions to ensure partners understand and maximize the value of our platform.

I approach challenging interactions by actively listening to the customer's concerns and empathizing with their situation. This helps de-escalate issues. I then work collaboratively to find a resolution that meets their needs while aligning with Idoven's goals.

Key metrics for measuring customer success include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), churn rates, and upsell/cross-sell rates. Tracking these metrics helps us understand customer health and areas for improvement.

Developing strategic partnerships in healthcare requires understanding the specific needs of healthcare organizations and aligning our offerings with their goals. Building trust and demonstrating the value of collaborations is essential, as is maintaining ongoing communication.

I have extensive experience using CRM systems like Salesforce and HubSpot to track customer interactions, manage accounts, and analyze data to inform our customer success strategies. Leveraging these tools enables me to monitor success metrics effectively.

In my previous role, I implemented a targeted onboarding program for new customers that included personalized training and support. This resulted in a significant increase in customer adoption rates and a reduction in churn.

I ensure alignment by regularly collaborating with cross-functional teams, including sales and product development. By staying informed of business objectives and customer feedback, I can adjust strategies to support the overarching goals of the company.

Idoven stands out due to its robust AI-driven cardiology platform that enhances diagnostic capabilities and improves patient care. The commitment to innovation and forming strong partnerships with industry leaders positions us uniquely in the digital health market.