Director, Customer Success

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Description

The Director of Customer Success is accountable for both customer satisfaction and commercial expansion across our existing accounts. This role oversees a cross-functional organization that includes Account Management, Technical Support, Field Service, Production, and Calibration.

The Director ensures our customers receive world-class service, while also driving revenue growth through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.

Key Responsibilities

• Lead and develop the Customer Success organization, including Account Managers, Technical Support, Field Service, Production, and Calibration teams.
• Drive retention, renewals, and account expansion, ensuring that customer satisfaction directly contributes to company revenue goals.
• Partner with Sales and Product Management to align service delivery with business strategy and product roadmap.
• Establish metrics and KPIs for customer satisfaction, service performance, and account growth.
• Coach Account Managers to identify upsell and cross-sell opportunities within their assigned accounts and to leverage internal technical teams effectively.
• Oversee resolution of complex customer issues, ensuring timely and professional responses across all support functions.
• Collaborate with Production and Calibration to prioritize customer orders, manage schedules, and maintain high-quality standards.
• Implement scalable processes for onboarding, support, and lifecycle management to enhance the overall customer experience.
• Represent the voice of the customer internally, influencing continuous improvement in product design, service quality, and business operations.

Requirements

• Bachelor's degree in Business, Engineering, Life Sciences, or related field; MBA or equivalent leadership experience preferred.
• 10+ years of experience in Customer Success, Account Management, or Operations Leadership, with at least 5 years managing multi-disciplinary teams.
• Proven success in driving customer retention and account growth in a technology or IoT-based business; MedTech or laboratory environment experience strongly preferred.
• Strong leadership and communication skills with a demonstrated ability to inspire and align cross-functional teams.
• Data-driven mindset with experience using CRM, analytics, and KPI dashboards to manage performance.
• Strategic thinker with hands-on execution skills-comfortable operating in both boardroom discussions and day-to-day operations.