Senior Director, Customer Success

AcuityMD • Boston, MA

2d • Remote

About The Position

AcuityMD is a software and data platform that accelerates access to medical technologies. Each year, the FDA approves ~6,000 new medical devices. Our platform helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, and Ajax Health and we help MedTech companies identify how their products are used, understand why outcomes vary, and identify opportunities where physicians can better serve their patients.
We are targeting a Senior Director or VP level for this role. The Customer Success Leader will lead Customer Success Managers (CSMs) focused on the Strategic Segment ($1B+) accounts. In this role, you will lead a team of 7+ CSMs responsible for owning renewals, generating adoption, and driving customer satisfaction.
Team Mission
We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high-caliber Enterprise SaaS and Medical Device customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers and end-users across the Medical Device Industry. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.

Requirements

• 8+ years of experience in Customer Success or Account Management Enterprise SaaS
• 3+ years of experience leading high performing teams as a Senior Manager or Director
• Proven track record of exceeding retention and expansion quotas
• Ability to develop close personal relationships with customers and colleagues through empathy
• Patient and active listener
• Proactive and self-driven, and bring infectious energy and resiliency
• Passion for people, with a history of hiring, developing, and up-leveling your teams
• Proven ability to manage large (several hundred) logo portfolio
• Excellent written and verbal communication skills (email & PPT)
• You must have an eligible work permit in the USA to be considered for this position

Nice To Haves

• Experience in venture-backed, growth stage companies
• Medical Device or Life Sciences experience
• Experience using CRM, ideally Hubspot

Responsibilities

• Drive customer retention and expansion by leading team of CSMs focused on the Strategic segment ($1B+ in revenue)
• Directly manage the Strategic Customer Success team, providing ongoing enablement, coaching, and development, including sharing and shaping Customer Success process, best practices, and strategies
• Engage directly with key customers on Executive Business Reviews (with CSMs) to communicate value provided by AcuityMD
• Provide support for CSMs in at-risk accounts through risk detection/alerting and action plans
• Building hiring plans and recruit, hire and onboard world class CSMs
• Partner closely with sales, product, and services teams to advance AcuityMD’s mission and approach to customer engagement
• Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Customer Success and broader Commercial team leadership

Benefits

• Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed