Director of Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the Customer Success strategy, incorporating engagement playbooks, customer health scoring, and success metrics.

• Manage post-launch customer relationships, focusing on retention, adoption, and growth.

• Collaborate with the GTM/Sales teams during pre-close and implementation phases to ensure successful customer launches.

• Promote alignment among Product, Implementations, Support, and Sales teams.

• Advocate for the customer perspective in roadmap discussions and executive business reviews.

• Oversee NRR, renewal rates, and customer engagement metrics dashboards.

• Cultivate executive relationships with key accounts and strategic radiology partners.

• Establish the processes, tools, and hiring strategy for a Customer Success team as the function expands.

• Handle proactive issue resolution and escalation.

⛳️ Requirements

• 7+ years of experience in Customer Success, Account Management, or related areas, preferably in SaaS-based radiology PACS and reporting.

• 3+ years of hands-on experience in radiology or imaging informatics, with a solid understanding of radiologist workflows, strongly preferred.

• At least 2 years of experience managing managers is required.

• Demonstrated success in building or enhancing customer success programs from the ground up.

• Ability to thrive in an environment without an existing team or established processes.

• Strategic thinker with strong operational discipline and exceptional communication and executive presence.

🏝️ Benefits

• Competitive Compensation Package

• Stock Options

• Flexible Paid Time Off (PTO)

• Comprehensive medical, dental, and vision insurance

• Life insurance coverage

• Maternity and Paternity Leave

• 401K matching program

• Apple equipment provided

• Sponsorship for conferences, continuing education, and more.