Head of Customer Experience

Who We Are:

Helia is a high-growth healthcare technology company transforming the healthcare supply chain. We align suppliers and providers pre-transaction through a digital handshake that drives real-time accuracy, eliminates waste, and creates measurable shared value for both health systems and suppliers. To achieve this, we are building the first trusted, two-sided commerce network in healthcareconnecting health systems and suppliers through a unified, data-driven platform that enables seamless end-to-end transactions. Our purpose is to unify healthcare through a connected network where trust and shared value redefine how providers and suppliers work together.

To support our hyper-growth, we are seeking a Head of Customer Experience to own the post-sale customer lifecycle, enabling our customers and partners in the adoption of our network.

What Youll Do:

The Head of Customer Experience owns the end-to-end journey of Helias install base. Youll lead a unified team responsible for both adoption (implementation) and commercial outcomes (renewals, retention, and expansion) across Helias enterprise accounts. Your team of Field Account Managers (FAMs) will serve as technical operators driving implementation and activation, in addition to being responsible for renewals, retention, and expansion. Youll serve as the executive owner of customer value, executive relationships, and network performance - with your key success metric being Net Revenue Retention (NRR).

This is not a traditional Customer Success role; this is a post-sale revenue activation role responsible for first activating contracts into transactions, then driving transactions into measurable value, and ultimately translating value into expansion opportunity.

Post-Sale Revenue Activation:

Own end-to-end implementation across enterprise health systems

Drive Time to First Transaction (TTFT) from contract signature to first live transaction

Ensure rapid activation of supplier connections during onboarding

Driving Measurable Value:

Establish repeatable implementation playbooks that accelerate value realization

Drive Network Health: Measures how fully a health system connects to, transacts on, and derives value from the Helia network.

Ensure balanced value creation across both providers & suppliers

Coordinate supplier participation in health system rollouts to accelerate network effects

Own executive relationships with health systems and strategic suppliers

Lead Enterprise Business Reviews (EBRs) and QBRs focused on ROI and performance

Position Helia as a strategic partner at the executive level

Translation of Value into Bookings:

Build and lead a high-performing team of Field Account Managers

Define and optimize the strategic account coverage model

Drive accountability to both adoption and revenue outcomes

Develop talent and scale the organization

Act as the voice of the customer and network internally

Translate customer insights into:

Product priorities (feature gaps impacting retention)

Sales feedback (ICP and deal quality)

Operational improvements (implementation velocity)

Experience Youll Need:

Proven ownership or direct leadership of Net Revenue Retention (NRR) in a B2B SaaS environment

Experience managing high-touch enterprise accounts (67 figure ARR)

Experience leading quota-carrying Customer Success or Account Management teams

Strong executive presence with CFO, COO, or equivalent stakeholders

Experience operating in complex, multi-stakeholder environments

Optional experience wed love:

Healthcare, MedTech, or supply chain experience

Experience in network, marketplace, or multi-sided platform businesses

Experience leading unified teams that own both implementation and commercial outcomes

Strong technical fluency with integrations, data workflows, or enterprise systems

Key Metrics That Define Success:

Youll own Net Revenue Retention (NRR) as the companys primary growth metric

Youll own Gross Revenue Retention and Churn

Youll own expansion revenue bookings (upsell and cross-sell)

Youll lead renewal strategy, execution, and forecasting