Customer Growth & Success Director – Cancer Registry

This is a fully remote position, open to applicants in Alabama, +44 more states.

📋 Description

• Oversee customer success initiatives within Elekta’s Cancer Registry sector.

• Develop and implement a customer success strategy that emphasizes relationship-building, retention, win-back efforts, expansion, adoption, and long-term customer value.

• Foster trusted relationships with customers through regular and proactive engagement.

• Implement practices for monitoring customer health and engagement, identifying emerging needs, risks, and opportunities.

• Collect and evaluate feedback from customers and customer-facing teams to prioritize opportunities for improvement.

• Collaborate directly with customers to comprehend their operational, workflow, product, and data challenges, pinpoint root causes, and devise practical solutions.

• Coordinate with internal specialists while ensuring consistent communication with customers, maintaining momentum and accountability until resolution.

• Collaborate with Sales on strategies for retention, win-back, upselling, cross-selling, and pursuing new business opportunities.

• Utilize customer insights, market data, and competitive analysis to enhance Elekta’s positioning and create added customer value.

• Maintain up-to-date knowledge of Cancer Registry operations, reporting standards, accreditation requirements, workflows, METRIQ, Registry Informatics, integrations, market trends, and competitors.

• Convert field insights into actionable recommendations for Product Management, Engineering, Marketing, and Sales.

• Share expertise in Cancer Registry through various platforms, including working sessions, webinars, forums, communications, and educational materials.

• Represent the Cancer Registry division at NCRA and other pertinent industry events.

• Collaborate with Marketing to enhance customer advocacy, messaging, and storytelling.

• Monitor customer success metrics such as retention, win-back, expansion, customer health, satisfaction, adoption, and commercial opportunities.

• Prioritize actions that enhance customer outcomes.

⛳️ Requirements

• Bachelor’s degree or equivalent relevant experience.

• Minimum of 8 years of relevant experience in Cancer Registry operations, customer success, sales, account management, service, oncology informatics, healthcare IT, or a related healthcare data field.

• In-depth knowledge of Cancer Registry operations, workflows, reporting requirements, accreditation and regulatory environments, and the needs of registry professionals and healthcare organizations.

• Familiarity with the Cancer Registry and healthcare data ecosystem, including software platforms, integrations, data exchange, third-party services, market trends, and competitive solutions.

• Experience with cancer registry software; familiarity with METRIQ, Registry Informatics, or similar platforms is highly preferred.

• Proven ability to establish trusted customer relationships and navigate complex operational, product, workflow, and data challenges to achieve practical solutions.

• Strong analytical and prioritization capabilities.

• Ability to clearly, objectively, and constructively convey customer feedback, emerging risks, and shifts in customer sentiment.

• Strong commercial insight and the ability to align customer needs, domain expertise, and competitive insights with retention, growth, and sales strategies.

• Proactive, resourceful, and results-driven mindset.

• Exceptional communication, facilitation, and presentation skills.

• Ability to simplify complex registry, product, workflow, and data topics for technical, operational, and executive audiences.

• Resume must be submitted in English.

🏝️ Benefits

• Opportunity to collaborate with a proactive and supportive team.

• Comprehensive Medical, Dental, and Vision coverage.

• 401k plan.

• Paid Vacation and Holidays.

• Wellness reimbursement program.

• Tuition reimbursement available.

• Flexible spending account or health savings account options.

• Chance to work on cutting-edge medical advancements.

• Close-knit company culture.

• Opportunities for upward mobility.