Head of Customer Success

About the role We are seeking a trans-formative leader—a true benchmark in customer success—whose vision, achievements, and relentless pursuit of excellence have set them apart as the best in every role. As we expand our impact worldwide, we need someone who will inspire our team and clients, deliver measurable business outcomes, and shape the future of customer success at Crisalix. This role requires a leader who is obsessively focused on measuring, managing, and improving every aspect of individual and team performance—using robust data analytics and optimized control processes to ensure Customer Success delivers unparalleled business impact. Our ideal candidate would have : Your Mission Your primary objective : Deliver Success : Establish, rigorously track, and analyze quantitative KPIs and qualitative metrics for every client, clinic, and team member —using data-driven insights to continuously refine strategies, improve outcomes, and raise performance standards across the board. Embed a culture of continuous improvement by regularly reviewing individual and team performance data, identifying gaps or opportunities, and implementing optimized workflows and targeted coaching to elevate results consistently. You will Grow Clients : Partner with each clinic to actively drive their business development and revenue growth—not just platform usage, but real, measurable improvements in their performance and bottom line. Maximize Client ROI : Personally and through your team, ensure every client extracts maximum value from our solutions, relentlessly focused on tangible results and business success. Grow Accounts : Proactively identify opportunities for upsell, cross-sell, and upgrades, always rooted in delivering genuine value and new business outcomes for clients. Optimize Churn and Renewals : Build strong relationships, proactively manage client health, and ensure every client’s objectives are met—making renewal the natural next step and keeping retention at industry-leading levels. Lead by Example : Handle accounts directly to showcase best practices, set high standards, and continuously improve processes. Drive CRM & Tool Innovation : Collaborate closely with the development team to adapt and improve the CRM and related client-facing tools, ensuring the Customer Success team has best-in-class technology for analytics, automation, and client insights. Key Responsibilities – Strategic Leadership Define and execute the company-wide Customer Success strategy, directly supporting Crisalix’s retention, expansion, and growth objectives—including measurable growth for every clinic. Key Responsibilities Own all Customer Success metrics—client ROI, clinic growth, adoption, retention, NPS, revenue expansion, customer satisfaction, and time-to-value. You leave no customer behind—dedicating relentless effort to ensure every client’s success, unlocking unlimited upsell and cross-sell opportunities through exceptional service and partnership. Team Building & Development: Foster a mindset of accountability and continuous improvement across the team by empowering individuals to take ownership of their goals and outcomes. Encourage proactive problem-solving, celebrate achievements, and embed success-oriented behaviors into daily routines to drive sustained high performance. Build, coach, and scale a data-driven, high-performing Customer Success team—establishing clear performance metrics, leveraging advanced analytics, and applying optimized control systems to monitor, motivate, and continuously improve individual and team effectiveness. Lead onboarding and ongoing training for both CSMs and clients, setting new standards and best practices. Driving Client Value & Clinic Growth: Personally manage select key accounts and clinics to demonstrate excellence, identify new value opportunities, and set best practices. Ensure every client and clinic realizes and understands tangible business results, with regular reporting on ROI, business growth, and key metrics. Proactively identify and drive upsell, cross-sell, and upgrade opportunities—always rooted in genuine value creation and real business impact for clinics. CRM & Technology Innovation: Collaborate proactively with development and IT teams to adapt, enhance, and automate the CRM and client-facing tools—enabling robust data-driven insights, streamlined processes, and seamless customer management. Continuously optimize and automate Customer Success operations using AI, advanced analytics, and workflow automation—enabling real-time performance tracking, early issue detection, and precision control over team deliverables and client engagement. Implement scalable processes to ensure consistent, high-quality service as the company grows. AI-driven analytics and automation to optimize Customer Success operations. Voice of the Customer: Systematically collect, analyze, and communicate client feedback internally to guide product, sales, and marketing improvements. Develop structured feedback loops and customer success stories to support Crisalix’s commercial and product efforts. Cross-functional Collaboration: Work closely with Sales, Product, and Marketing to ensure a seamless, high-impact customer journey and maximize customer lifetime value. Co-develop strategies with Sales for revenue expansion, customer engagement, and measurable clinic business growth. Executive Reporting: Prepare and deliver regular performance reports and strategic recommendations to the executive team, highlighting key successes, risks, and opportunities. Success in This Role Looks Like Every client measures and recognizes both the business impact and ROI of Crisalix, as well as the real growth of their clinic. A data-centric Customer Success culture where individual and team performance are continuously measured, benchmarked, and elevated through clear, actionable insights. Best-in-class control and management of Customer Success operations that balances focus, efficiency, and high-quality client service delivery. Regular introduction of innovative standards and optimized processes that push the team’s capabilities and client results beyond industry norms. Clinics thrive and expand, supported by your transformative leadership and the #J-18808-Ljbffr