Ian McIntosh

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.

Athens State University

Bachelor’s Degree

Arrhythmia Technologies Institute

Cardiac Rhythm Management