General Manager
MaxCyte, Inc.
Director of Customer Success
Surgical Science
full-time
Posted on:
Origin: • 🇸🇪 Sweden
Visit company websiteJob Level
Lead
About the role
- Lead and build Surgical Science’s newly established global Customer Success function reporting to Head of Customer Services
- Oversee a global team across the Americas, EMEA, and APAC focused on adoption, learning, and renewal
- Design and implement a scalable Global Customer Success framework, playbooks, and customer journeys
- Define and implement KPIs and success metrics to measure customer health, value realization, and business impact
- Improve customer lifecycle management including onboarding efficiency, learning adoption, renewal, upsell, and expansion
- Standardize tools, systems, and processes globally to ensure scalability and consistency
- Drive product adoption, effective usage, and measurable customer outcomes; capture customer feedback and translate into product/service improvements
- Directly engage in Customer Success activities to ensure customer impact
- Collaborate with Sales, Finance, CRO, Product Development, and regional leaders on retention, forecasting, pricing, and customer success ROI
- Act as change leader enabling shift from service-driven support to outcome-driven success; train internal teams and educate customers
- Champion customer advocacy and ensure the voice of the customer shapes business priorities
Requirements
- 10+ years of professional experience
- 5+ years in senior Customer Success or related leadership roles
- Bachelor’s degree in business, healthcare, engineering, or related field (MBA preferred)
- Proven success building and scaling global Customer Success functions within MedTech, healthcare technology, or other B2B industries
- Expertise in customer lifecycle management and data-driven success metrics/reporting frameworks
- Skilled at leading multicultural, cross-regional teams and collaborating across functions
- Strong people development and leadership capabilities
- Excellent communicator with ability to influence C-suite; strong presentation, facilitation, and negotiation skills
- Operational and execution-focused with a customer-centric mindset
- Fluent in English (written and spoken); proficiency in other major languages a plus
- Flexibility to travel frequently across the Americas, EMEA, and APAC
- Willingness to engage directly with customers and lead a small team
- Experience with subscription/recurring revenue models (nice to have)
- Ability to work in Sweden / respond to question about work permit in Sweden (location is in Sweden)
