[Hiring] Senior Director, Customer Success @AcuityMD

Role Description

AcuityMD is 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:

• Building a best-in-class Commercial Team.
• Establishing a repeatable go-to-market motion.
• Hiring high-caliber Enterprise SaaS and Medical Device customer success professionals.
• Engaging VPs, General Managers, and other corporate decision makers and end-users across the Medical Device Industry.
• Taking a proactive, consultative, and high-touch approach to customer engagement.

Responsibilities:

• Drive customer retention and expansion by leading a team of CSMs focused on the Strategic segment ($1B+ in revenue).
• Directly manage the Strategic Customer Success team, providing ongoing enablement, coaching, and development.
• 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.
• Build 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.

Qualifications

• 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, bringing infectious energy and resiliency.
• Passion for people, with a history of hiring, developing, and up-leveling teams.
• Proven ability to manage a large (several hundred) logo portfolio.
• Excellent written and verbal communication skills (email & PPT).

Requirements

• Experience in venture-backed, growth stage companies (nice to have).
• Medical Device or Life Sciences experience (nice to have).
• Experience using CRM, ideally Hubspot (nice to have).
• You must have an eligible work permit in the USA to be considered for this position.

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.

Company Description

AcuityMD is a company inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We foster an active culture of mentorship and inclusion, welcoming new team members that share our values.

• Backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors.
• Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.