Ian McIntosh
Director of Customer Success @Ai Metrics
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WORK HISTORY
Director of Customer Success @Ai Metrics
Florence-Muscle Shoals, AL, US
Building, growing, and overseeing an AI-powered healthtech product\'s customer success function as its fifth employee after a seed round, establishing its vision, defining KPIs & success metrics, and steering operations as it expands into new markets.• Retaining 100% of clients in FY23 and FY24 using an attentive, consultative, solution-oriented approach.• Authoring SOPs and documentation for customer training, sales demos, tech integrations, and other tasks to accelerate onboarding and equip teams with best practices.• Identifying and eliminating redundant costs, automating manual tasks, and restructuring workflows to maximize resources and capabilities.• Securing and managing the company\'s inaugural accounts in Italy and France, pioneering its further expansion into Europe, and ensuring compliance with rapidly evolving international regulations.• Negotiating value-based contracts with customers while upselling & cross-selling at every opportunity, guaranteeing terms are fulfilled on schedule, and doubling NRR in under a year.
EDUCATION
Arrhythmia Technologies Institute
Cardiac Rhythm Management
Athens State University
Bachelor’s Degree
ABOUT IAN MCINTOSH
I’m a Customer Success and Operations leader with 10+ years building and scaling teams at fast-growing healthcare tech startups. I specialize in turning ambiguity into execution—whether that’s standing up a Customer Success function from scratch, launching AI-powered solutions, or leading cross-functional initiatives like SOC2 compliance or GTM alignment. At my core, I care deeply about customers and the teams that support them. I’ve helped reduce churn, increase expansion revenue, and transform reactive support into proactive customer success engines. I thrive in early-stage and growth environments where speed, trust, and clarity make or break the experience—for users and internal teams alike. Key Wins: • Built CS teams and playbooks from zero to scale • Increased NRR by double digits through success-driven upsell strategies • Led SOC2 Type II compliance efforts and customer-facing AI implementations • Partnered cross-functionally (Product, Sales, Eng) to close feedback loops and accelerate time to value I\'m currently exploring opportunities at mission-driven startups—especially those in AI, healthtech, or vertical SaaS—where I can help scale CS and Ops with a customer-first mindset and operational excellence. Let’s connect if you\'re building something bold and need a leader who knows how to build trust, teams, and traction.
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