Director of Customer Success

Radiation Detection Com•Georgetown, TX

24d•Hybrid

About The Position

Radiation Detection Company (RDC) is scaling, and Customer Success is a critical driver of retention, growth, and long-term customer value. The Director of Customer Success is a senior leadership role responsible for leading and evolving RDC’s post-sale organization, with ownership across onboarding, adoption, renewals, expansions, and strategic customer engagement across the enterprise customer portfolio. Reporting to the VP of Customer Success, this role will lead a growing team of Customer Success professionals supporting hospitals, enterprise customers, and other high-value accounts in a regulated, mission-critical environment. This is a hands-on leadership role that blends strategic oversight with direct engagement, especially for escalations, renewals, and high-impact customer initiatives. The ideal candidate brings strong people leadership, operational rigor, and a customer-centric mindset, with a proven ability to build scalable programs while driving measurable outcomes such as retention, NRR, and customer satisfaction.

Requirements

7+ years of experience in Customer Success, Account Management, or relevant post-sale leadership roles, with 5+ years leading teams.
Proven success driving retention, renewals, and expansion in a B2B, subscription-based environment.
Experience leading teams through growth, change, or operational scaling.
Proven ability to develop strategies, translate them into initiatives and track successful delivery.
Strong operational mindset with experience building playbooks, KPIs, and execution cadences.
Excellent communication skills, including executive-level customer and internal stakeholder engagement.
Strong analytical skills with the ability to make data-driven decisions.
Strong empathy for customers AND passion for revenue and growth.
Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams.
Willingness to travel occasionally as needed.
BS degree or equivalent.

Nice To Haves

Experience working in regulated, healthcare, safety-critical, or compliance-heavy environments.
Familiarity with dosimetry products and services.
Experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero, Catalyst, Planhat), as well as implementing and scaling them.

Responsibilities

Partner with the VP of CS to develop and execute a Customer Success strategy aligned to RDC’s business goals and commitment to world-class service for hospitals and enterprise customers.
Drive outcomes across retention, renewals, NRR, customer satisfaction, and customer growth.
Use data-driven insights to identify risks early, proactively address challenges, and improve customer outcomes.
Build, implement, and continuously improve scalable Customer Success processes and playbooks that ensure consistent execution and customer experience.
Own key lifecycle touchpoints, including onboarding execution, success plans, QBR/EBR processes, escalation workflows, and customer feedback mechanisms (usage, NPS, CSAT).
Establish clear standards for documentation, internal communication, and lifecycle materials to ensure high-quality, repeatable execution.
Own and lead the renewal process with a focus on high retention and strong forecasting discipline.
Identify and drive opportunities for upselling and expansion through strong account planning and customer outcomes.
Drive improvements across CS tools and systems (CRM + CS platforms), translating business needs into process and reporting enhancements that improve execution, visibility, and scalability.
Lead and develop the Customer Success team through consistent coaching, accountability, and performance management.
Build trust and credibility with experienced team members while reinforcing accountability and consistent execution.
Lead hiring, onboarding, training, and development for the team, including establishing career paths, segmentation, and team structure.
Establish and drive a performance operating cadence across the team (weekly reporting, forecasting, escalations, and priority tracking).
Drive and report on key indicators including upsells, retention, renewals, NRR, NPS, CSAT, and operational metrics such as time to onboard and effective QBRs/EBRs.
Manage the financial model for the team, including cost projections, new hires, and revenue forecasts.
Establish clear performance metrics and regularly review them to drive actionable improvements, reporting to the VP of Customer Success.
Represent the voice of the customer internally, influencing cross-functional priorities across Product, Operations, Sales, Support, and Marketing.
Lead operational execution of strategic onboarding and enterprise programs, ensuring deliverables are delivered on time, with accuracy and minimal executive intervention.
Serve as the senior escalation point for RDC’s strategic and complex customer accounts.
Partner with Marketing to develop customer success stories and case studies that highlight measurable impact.
Navigate periods of growth, change, and operational complexity while keeping the team aligned and customers supported.
Lead with a growth mindset, drive continuous improvement, and raise the bar on Customer Success execution and leadership.