FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Director of Customer Success
IncisionDirector leading US customer success and implementation for Incision, a healthtech company supporting surgical teams. Owning retention, adoption, scalable onboarding, and executive customer relationships.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Customer Success functions, focusing on retention, churn management, and scalable operational processes. Proven ability to influence stakeholders and drive performance through strategic planning and effective communication.
Highest-signal resume keywords
Customer Success LeadershipRetention Target OwnershipHealthcare Technology ExperienceStrategic Risk IdentificationOperational Process Design
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success ManagementImplementation StrategyKPI TrackingChange ManagementForecastingAccount PlanningPerformance ReportingAutomation ImprovementsScalable Best PracticesOperational Process Design
Soft Skills
Clear CommunicationInfluencing StakeholdersPragmatic Decision-MakingCoaching and DevelopmentTeam Leadership
Industry Keywords
B2B SaaSHealthcare InstitutionsCustomer RetentionChurn ManagementMulti-Country OperationsImplementation MarginCustomer ReadinessPerformance CultureCustomer VoiceGrowth Targets
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Proven experience leading Customer Success or Service organizations
- Experience owning retention targets and understanding revenue protection and expansion
- Ability to design scalable operational processes across countries
- Strategic risk identification and long-term solution development
- Ability to influence senior hospital stakeholders and internal leadership
- Clear, direct, and authoritative communication
- 7+ years in Customer Success, Implementation, or similar roles
- 3+ years in a leadership role
- Experience in healthcare technology or complex B2B SaaS environments
- Familiarity with multi-country operations preferred
- Ability to operate effectively in fast-growing, resource-constrained environments
- Pragmatic decision-making and trade-off management
Benefits
Comp & perks- Competitive compensation, including an attractive bonus scheme
- Professional development opportunities, with room for continuous learning, training, and career growth
- Pension plan
- Commuting allowance
- Access to OpenUp
- Regular team activities
- Knowledge-sharing sessions
- Social events
- Laptop
- Home office equipment
- Diverse and inclusive workplace
- Meaningful impact on the future of healthcare
- Collaboration with an ambitious international team