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 healthcare—connecting 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 You’ll Do:

The Head of Customer Experience owns the end-to-end journey of Helia’s install base. You’ll lead a unified team responsible for both adoption (implementation) and commercial outcomes (renewals, retention, and expansion) across Helia’s 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. You’ll 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 You’ll Need:

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

• Experience managing high-touch enterprise accounts (6–7 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 we’d 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:

• You’ll own Net Revenue Retention (NRR) as the company’s primary growth metric

• You’ll own Gross Revenue Retention and Churn

• You’ll own expansion revenue bookings (upsell and cross-sell)

• You’ll lead renewal strategy, execution, and forecasting