Director of Customer Success
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Job Description
Director of Customer Success scaling retention, adoption, and expansion for Sirona Medical’s AI-powered radiology software. Building customer success strategy, metrics, and future team.
Responsibilities:
- Define the Customer Success strategy, including engagement playbooks, customer health scoring, and success metrics
- Own post-go-live customer relationships, including retention, adoption, and expansion
- Partner with GTM/Sales during pre-close and implementation to support strong customer launches
- Foster alignment across Product, Implementations, Support, and Sales
- Represent the customer voice in roadmap discussions and executive business reviews
- Own NRR, renewal rate, and customer engagement dashboards
- Drive executive relationships with key accounts and strategic radiology partners
- Build the process, tooling, and hiring plan for a Customer Success team as the function scales
- Manage proactive issue resolution and escalation
Requirements:
- 7+ years in Customer Success, Account Management, or related fields, ideally in SaaS delivered radiology PACS and reporting
- 3+ years of direct experience in radiology or imaging informatics, with a strong understanding of radiologist workflows, strongly preferred
- 2+ years of experience managing managers required
- Proven track record building or maturing customer success programs from the ground up
- Comfortable operating without an existing team or established process
- Strategic mindset, strong operational rigor, and excellent communication and executive presence
Benefits:
- Generous Compensation Plan
- Stock Options
- Flexible Paid Time Off (PTO)
- Medical, dental, vision insurance
- Life insurance
- Maternity and Paternity Leave
- 401K matching
- Apple equipment
- Sponsorship for conferences, continuing education, etc.
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