Head of Regulated Industries, Customer Success
About this role
Complex enterprise deployments in banking, healthcare, and pharmaceuticals often stall when navigating strict compliance, procurement, and security reviews before reaching end users. This leadership position exists to steer the customer success teams responsible for high-stakes financial services and life sciences accounts using the Claude Platform, Claude Code, and Claude Cowork. The incoming leader will build and run the operating model for regulated customer success, coaching individual contributors and managers while establishing repeatable methodologies that survive lengthy procurement cycles and governance gates.
Day to day, the work involves partnering closely with the regulated industries sales organization to ensure a unified client experience from initial talks to production. Responsibilities include defining success plans, executing executive programs for chief information security officers and compliance leaders, and driving team accountability across net retention, consumption growth, and customer health. Ideal candidates bring extensive front-line management experience within regulated software or AI sectors, alongside the technical fluency to address complex security and data considerations.
What you will do
- Directly manage and develop customer success managers covering financial services and healthcare enterprise accounts across the entire product portfolio.
- Own hiring plans, onboarding, and team development, eventually shifting from individual contributors to managing through team leads.
- Coach staff on navigating compliance, procurement, security reviews, and model-risk hurdles within strict regulatory controls.
- Drive team accountability toward core metrics including expansion, customer health, net retention, and satisfaction scores.
- Participate in strategic customer engagements and escalations, maintaining executive presence with risk officers, CISOs, and business leaders.
- Build and refine regulated-industries success methodologies, including readiness playbooks, reference architectures, and executive briefing templates.
- Collaborate with product, engineering, security, legal, and marketing teams to translate field feedback into product direction.
What you need
- Possess at least ten years of experience in customer success, account management, or customer-facing roles, including five or more years in front-line management.
- Demonstrate at least two years of experience managing other managers within SaaS, API, or artificial intelligence organizations.
- Bring direct experience leading a customer success business in regulated sectors like financial services or healthcare and life sciences.
- Show a proven track record of managing enterprise portfolios with multi-million dollar annual contract values and extended deployment cycles.
- Exhibit deep understanding of consumption-based and seat-based business models, driving adoption and value realization across both.
- Maintain technical fluency to comprehend artificial intelligence products and address deployment, data, and security considerations raised by clients.
Skills and tech stack
Questions candidates ask
What is the remote work or office policy for this role?
The position follows a location-based hybrid policy where staff are expected to be in an office at least twenty-five percent of the time, though some roles may require more frequent in-office presence.
What is the compensation range for this position?
The annual on-target earnings range is between $320,000 and $350,000 USD, which includes both the sales commissions or bonuses target and the annual base salary.
Is visa sponsorship available for applicants?
Yes, the company does sponsor visas and retains an immigration lawyer to assist candidates who receive an offer, making every reasonable effort to secure authorization.