Heather Galbraith
Head of Customer Success, Goodpath
Professional Overview
Heather Galbraith is an experienced customer success and client operations leader with a strong track record of driving client satisfaction, retention, and growth. As the Head of Customer Success at Goodpath, she is responsible for overseeing the company's customer-facing operations, ensuring exceptional client experiences, and contributing to the overall business strategy.
Experience Summary
Current Role
As the Head of Customer Success at Goodpath, Heather is responsible for leading a team of dedicated customer success managers and ensuring the delivery of high-quality support and services to the company's growing client base. In this role, she has been instrumental in implementing data-driven strategies to enhance client engagement, improve retention, and drive revenue growth. Under her leadership, Goodpath has achieved a customer satisfaction rating of 95% and has successfully expanded its customer base by 30% over the past two years.
Career Progression
Heather's career has spanned various roles in the healthcare and technology industries, where she has consistently demonstrated her expertise in client operations, program management, and strategic account management. Prior to joining Goodpath, she held positions as a Principal Delivery Program Manager at Lumeris, Director of Client Operations at Lyn Health, and Client Success Manager at Castlight Health and Physera. Throughout her career, Heather has been recognized for her ability to build strong client relationships, drive process improvements, and deliver measurable business impact.
Academic Background
Heather holds a Bachelor of Science degree in Business Administration from the University of Michigan, where she graduated with honors. She also completed a Certificate in Project Management from the Project Management Institute (PMI).
Areas of Expertise
- Customer success management
- Client operations and program delivery
- Strategic account management
- Data-driven decision making
- Process optimization and continuous improvement
- Team leadership and development
Professional Impact
Heather's achievements include:
- Implemented a proactive client engagement strategy that resulted in a 15% increase in client retention
- Spearheaded the development of a customer success platform that streamlined reporting and enabled data-driven decision making
- Led a cross-functional team to design and launch a new client onboarding program, reducing time-to-value by 30%
- Served as a subject matter expert and speaker at industry conferences, sharing best practices in customer success and client operations
Conclusion
With her extensive experience, strategic mindset, and demonstrated success in driving client satisfaction and business growth, Heather Galbraith is a valuable asset to Goodpath. As the Head of Customer Success, she is committed to empowering her team, fostering strong client relationships, and contributing to the long-term success of the organization.
