Define and execute the customer care and support strategy, operating model, and organizational structure across multiple products.
Lead a large support organization, balancing service quality, efficiency, scalability, and customer satisfaction.
Drive AI-driven transformation and cross-functional partnership to improve customer experiences.
The partner company is a rapidly growing consumer technology firm focused on delivering exceptional customer experiences. It values innovation, collaboration, and operational excellence, with a culture that emphasizes customer advocacy and AI-driven transformation.
Lead a team of Enterprise Customer Success Managers to drive retention, expansion, and strategic customer value.
Develop account strategies, executive engagements, and cross-functional initiatives across Sales, Product, and Support.
Manage team performance, coach direct reports, and oversee executive escalations to ensure customer success.
Motus is the leading expert in vehicle reimbursement and driver risk mitigation, offering solutions for Fortune 500 companies. With over 80 years of data, the company fosters a culture based on WorkLife Pillars like WorkAnywhere and WorkTogether, with a focus on work-life balance and remote flexibility.
Set the strategy and operating model for customer support across all product lines, translating it into staffing and structure.
Build the operating model for AI and human agent collaboration to shift focus from low-value tickets to impactful interactions.
Partner with cross-functional teams to drive customer-facing policies, SLAs, and represent the customer in executive forums.
Babylist is the leading platform for expecting and new families, serving over 10 million shoppers annually. The company is a remote-first, AI-forward tech organization with 100+ team members in the support org and $750M in revenue, fostering a culture of focus and intention.
Lead daily operations of the Agency Service Center, ensuring service level agreements and quality standards are met.
Develop and coach supervisors and service professionals to build a high-performing team.
Drive operational excellence through continuous improvement, data-driven decisions, and cross-functional collaboration.
Horace Mann provides insurance and financial products to educators. They serve over 4,100 school districts nationwide, have over $12 billion in assets, and are publicly traded on the NYSE.
Lead and develop a team of Customer Success Managers to drive customer outcomes and revenue retention.
Build relationships with customer executives, serve as escalation point, and partner with enablement to advance CS playbooks.
Manage account planning, risk mitigation, and expansion strategies while collaborating across teams.
FourKites is the leader in AI-driven supply chain transformation, turning supply chain data into automated action for global enterprises. They serve over 1,600 brands and process 3.2 million events daily, with a culture that celebrates differences and values inclusivity.
Lead and oversee delivery across oncology accounts, ensuring excellence in publications and medical affairs programmes.
Provide strategic direction to clients, driving alignment between scientific value and commercial objectives.
Identify and develop organic growth opportunities, contributing to revenue growth and leading high-performing teams.
Avalere Health ensures every patient is identified, treated, supported, and cared for equally through advisory, medical, and marketing teams. With a global team and major city hubs, they foster a flexible, inclusive culture supported by six Employee Network Groups and a commitment to diversity.
Lead daily operations of the customer support team during U.S. business hours, ensuring service excellence and performance metrics.
Coach and mentor support agents to improve independence, problem-solving, and customer communication skills.
Analyze operational data and provide insights to leadership for process improvements and scalability.
This partner company operates in the digital healthcare sector, delivering innovative solutions. It has a global, distributed team with a culture of ownership, collaboration, and continuous learning.
Own the global onboarding strategy, playbook, and quality standards.
Lead and develop onboarding teams across multiple regions.
Drive key metrics like go-live speed and capacity, and serve as escalation point.
Sport Alliance builds technology for fitness and wellness businesses worldwide, including management platforms, payment solutions, and member apps. They are a global company with teams across Australia, USA, Germany, and Poland, and they value ownership and expertise.
Lead and support two pods of ~20 Health Guides, providing guidance on complex client situations and coaching performance.
Carry your own client caseload (~30% of time) to model excellent work and stay close to the front line.
Review metrics weekly, identify performance gaps, and facilitate weekly pod touchpoints to build alignment and morale.
EZ Health helps older adults navigate a healthcare system that wasn't designed for them, addressing complex medical needs, insurance confusion, and real-world barriers. It's a small, fast-growing startup led by founders who previously helped scale a consumer healthcare company to over $3.4B in value.
Build and lead the Customer Success organization from the ground up, owning GRR, NRR, renewals, and expansion revenue.
Recruit, coach, and develop a high-performing team of Customer Success Managers while implementing health scoring and KPIs.
Partner with Sales, Product, Engineering, and Support to improve customer outcomes and champion AI and automation.
Visual Matrix is a hospitality technology company that helps hotels maximize revenue, improve operations, and deliver exceptional guest experiences. The company has a customer-centric, collaborative, and entrepreneurial culture with a builder mindset.