Incision

Customer Success Manager

• 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

Director of Customer Success