AcuityMD

Senior Director, Customer Success

AcuityMD

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

About the role

  • Drive customer retention and expansion by leading team of CSMs focused on the Strategic segment ($1B+ in revenue)
  • Directly manage the Strategic Customer Success team, providing ongoing enablement, coaching, and development, including sharing and shaping Customer Success process, best practices, and strategies
  • Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by AcuityMD
  • Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
  • Building hiring plans and recruit, hire and onboard world class CSMs
  • Partner closely with sales, product, and services teams to advance AcuityMD’s mission and approach to customer engagement
  • Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership

Requirements

  • 8+ years of experience in Customer Success or Account Management Enterprise SaaS
  • 3+ years of experience leading high performing teams as a Senior Manager or Director
  • Proven track record of exceeding retention and expansion quotas
  • Ability to develop close personal relationships with customers and colleagues through empathy
  • Patient and active listener
  • Proactive and self-driven, and bring infectious energy and resiliency
  • Passion for people, with a history of hiring, developing, and up-leveling your teams
  • Proven ability to manage large (several hundred) logo portfolio
  • Excellent written and verbal communication skills (email & PPT)
Benefits
  • Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
  • Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
  • Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
  • Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work.
  • Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
  • Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
  • Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
  • Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementEnterprise SaaSRetention quotasExpansion quotasKey performance indicatorsRisk detectionAction plansExecutive Business ReviewsPortfolio management
Soft Skills
EmpathyActive listeningProactiveSelf-drivenEnergyResiliencyRelationship buildingCoachingDevelopmentCommunication