Head of Segment, Customer Retention

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health:

The Head of Segment, Customer Retention will lead and scale a high-performing account management team focused on driving customer retention, renewals, and long-term value realization. This leader will set the strategic vision for retaining and growing Komodo’s current customer base by owning commercial renewal strategy and execution, fostering deep partnerships with clients, and ensuring consistent delivery of exceptional outcomes through Komodo’s solutions. The Head of Segment will coach and empower a retention team to lead all stages of renewal conversations and closure, engage stakeholders across diverse customer personas (e.g., Commercial Operations, Strategy, Analytics, RWE/HEOR) and align the appropriate suite of Komodo solutions to address evolving customer priorities. By driving account management best practices, customer engagement/satisfaction, and measurable value delivery, the Head of Segment will play a pivotal role in securing renewals, reducing churn, and expanding Komodo’s footprint within existing accounts.

Looking back on your first 12 months at Komodo Health, you will have accomplished…

• Developed, communicated, and ensured seamless renewal and delivery execution of strategies and plans for key managed accounts and customer segments, resulting in a measurable improvement in retention and renewal rates
• Partnered closely with the Group Vice President (GVP) to align retention strategies with organizational goals, ensuring a unified approach to customer success and value realization
• Gained a deep understanding of account-level opportunities and crafted actionable plans to ensure Account Managers had sufficient and well-distributed opportunities to meet or exceed renewal quotas
• Identified and implemented scalable team training, team development resources, and account management best practices to address recurring challenges across the Customer Retention team, fostering a culture of continuous improvement and collaboration

What you bring to Komodo Health (required):

• 8+ years of experience in technology account management focused roles with prior direct responsibility and accountability leading teams of employees overseeing customer renewals
• Extensive experience in client-facing roles of increasing responsibility, delivering innovative SaaS recurring revenue software products, analytics, or consulting services with a focus on customer retention, renewals, and long-term value realization for Commercial Life Sciences customers.
• Proven leadership experience managing five or more direct reports, including other people managers, with a track record of building and retaining high-performing, customer-focused teams.
• Demonstrated ability to consistently achieve and exceed revenue retention and renewal targets, both individually and as a team leader.
• Advanced storytelling, communication, and interpersonal skills, with a history of owning and strengthening high-profile customer relationships that contribute to long-term account retention.
• Proven ability to develop and sustain long-term business relationships with Life Sciences customers across Sales, Marketing, and Commercial Analytics, ensuring continuous alignment and value delivery.
• Expertise in managing multiple high-stakes customer relationships and projects simultaneously, ensuring retention and satisfaction while maintaining high quality and professionalism under pressure.
• Strong agil