Head of Customer Success

About Hike Medical

Hike Medical is reinventing musculoskeletal care, starting with feet. Our proprietary AI-vision platform turns a 30 second web-based (no sensors) foot scan into precision engineered, 3D-printed insoles that prevent pain before it starts. We're already protecting on-their-feet workforces at Fortune 50 leaders, major health systems, and middle America manufacturers.

Fresh off a stealthy round with top tier VCs, we run a fast, no BS, execution-first culture out of Boston's Seaport as we sprint toward $100M ARR and standing with 10M Americans as they step into their shoes daily.

First and only PDAC-approved 3D printed custom insole in the world

3 proprietary AI models that power the experience

Two products : one for employers & health plans, one for clinics — creating a virtuous cycle of clinician-labeled data

Expanded care access to 100,000+ Americans to date

10x'd revenue from 2023 to 2024 and on track to do the same in 2025; profitable month-over-month

The Opportunity

You'll be Hike's first Customer Success Leader and first full-time hire fully dedicated to owning the post-sale customer lifecycle. You'll lead our largest and most complex relationships across employers, healthcare institutions, and major ecosystem partners, making sure they launch successfully, see real outcomes, and grow with us.

This role is an opportunity to manage a high-profile portfolio of our most important customers at any time, act as their go-to partner, and build the systems and rhythms that define Customer Success at Hike. This role is perfect for someone who is :

Energized by large-scale enterprises and complex, multi-stakeholder engagements

Extremely sociable and loves being in the middle of customer conversations

Highly organized (ideally the most organized person on their current team) and thrives when there's a lot at stake

You'll work closely with the leadership team, Sales, Operations, Product, and be a core driver of revenue retention and expansion.

What We're Looking For

These are not hard-and-fast requirements, we care more about crisp execution and ownership than checking every box.

6–10+ years in Customer Success, Account Management, or client-facing consulting

Healthcare, employer benefits, MSK, occupational health, or med-device experience

Experience working with large enterprises and complex programs (e.g., Fortune 100 employers, major health systems, large manufacturers)

Proven ability to concurrently manage many high-profile accounts in a high-pressure environment

Track record of driving adoption, renewals, and expansion in an existing book of business

Exceptionally strong relationship-building and communication skills, from operators to C-suite

Extremely sociable and comfortable leading customer meetings, workshops, and QBRs

Highly organized with a strong system for keeping projects, stakeholders, and actions on track

Experience partnering with Sales, Operations, Product, and Support

On-site in Boston, five days a week

Nice-to-Haves

Background in digital health benefits or tech-enabled physical products

Experience in venture-backed or high-growth early / growth-stage companies

Exposure to building or scaling CS processes and tooling (e.g., HubSpot)

Experience with complex implementations or rollouts across distributed workforces

Primary Responsibilities

Customer Ownership : Act as the primary point of contact for our key customers to help build deep, trust-based relationships and ensure the success of the partnerships. Manage multiple complex engagements at once with tight project plans, clear communication, and zero dropped balls.

Onboarding & Launch : Lead end-to-end onboarding and rollout plans, coordinating with internal teams to ensure smooth deployment and strong early adoption.

Adoption, Outcomes & Renewal : Track and report on statuses of customer relationships and and proactively drive renewal and expansion opportunities.

Communicate Customer Sentiment Internally : Synthesize and share customer feedback with management team, Product, Operations, and Commercial teams to shape roadmap and focus on continuously improving the experience.

Systems & Scale : Help build best-in-class playbooks, processes, and reporting that allow Customer Success at Hike to effectively scale with the business.

Escalation Leadership : Own high-pressure escalations, coordinate cross-functional response, and turn issues into long-term improvements.

What You'll Get

Competitive cash compensation + equity

Full medical, dental, and vision coverage

$15K relocation bonus if needed

The opportunity to build Customer Success from the ground up at a category-defining company

Daily collaboration with the founding team and senior leadership

Free custom insoles (of course…)

J-18808-Ljbffr