Director of Customer Success
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Job Description
Director leading US customer success and implementation for Incision, a healthtech company supporting surgical teams. Owning retention, adoption, scalable onboarding, and executive customer relationships.
Responsibilities:
- Lead and develop the Customer Success function across the United States, including Customer Success Managers and Implementation Specialists
- Coach and develop regional team leads and senior CSMs
- Design a scalable team structure aligned with growth targets and regional maturity
- Drive hiring, onboarding, capability development, and performance culture
- Own gross retention and churn targets
- Partner with Sales on handovers and expansion alignment
- Establish account planning processes for strategic accounts
- Identify churn risks and execute mitigation plans
- Ensure predictable, efficient implementations with clear timelines, scope control, and cost awareness
- Standardize onboarding while allowing necessary local adaptation
- Monitor and improve time-to-go-live, implementation margin, and customer readiness
- Drive structured change management for healthcare institutions
- Define and track regional KPIs including CSAT, product adoption, retention, churn, implementation duration, and cost control
- Establish health scoring methodology
- Deliver forecasting and performance reporting to executive leadership
- Act as executive escalation point for high-impact or strategic accounts
- Maintain direct relationships with key customers
- Support complex renewals, risk accounts, and politically sensitive situations
- Implement scalable best practices, standardized documentation, playbooks, and operating models
- Drive automation and tooling improvements
- Build repeatable frameworks
- Represent the US customer voice to Product, Marketing, and Sales
- Align customer success strategies with company growth and product roadmap initiatives
Requirements:
- Proven experience leading Customer Success or Service organizations
- Experience owning retention targets and understanding revenue protection and expansion
- Ability to design scalable operational processes across countries
- Strategic risk identification and long-term solution development
- Ability to influence senior hospital stakeholders and internal leadership
- Clear, direct, and authoritative communication
- 7+ years in Customer Success, Implementation, or similar roles
- 3+ years in a leadership role
- Experience in healthcare technology or complex B2B SaaS environments
- Familiarity with multi-country operations preferred
- Ability to operate effectively in fast-growing, resource-constrained environments
- Pragmatic decision-making and trade-off management
Benefits:
- Competitive compensation, including an attractive bonus scheme
- Professional development opportunities, with room for continuous learning, training, and career growth
- Pension plan
- Commuting allowance
- Access to OpenUp
- Regular team activities
- Knowledge-sharing sessions
- Social events
- Laptop
- Home office equipment
- Diverse and inclusive workplace
- Meaningful impact on the future of healthcare
- Collaboration with an ambitious international team
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