Director, Customer Success

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    "description_html": "<p>The <strong>Director of Customer Success</strong> is accountable for both <strong>customer satisfaction and commercial expansion</strong> across our existing accounts. This role oversees a cross-functional organization that includes <strong>Account Management, Technical Support, Field Service, Production, and Calibration</strong>.</p><p><br></p><p>The Director ensures our customers receive world-class service, while also driving <strong>revenue growth</strong> through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.</p><p><br></p><p><strong>Key Responsibilities</strong></p><ul><li><strong>Lead and develop the Customer Success organization</strong>, including Account Managers, Technical Support, Field Service, Production, and Calibration teams.</li><li><strong>Drive retention, renewals, and account expansion</strong>, ensuring that customer satisfaction directly contributes to company revenue goals.</li><li><strong>Partner with Sales and Product Management</strong> to align service delivery with business strategy and product roadmap.</li><li><strong>Establish metrics and KPIs</strong> for customer satisfaction, service performance, and account growth.</li><li><strong>Coach Account Managers</strong> to identify upsell and cross-sell opportunities within their assigned accounts and to leverage internal technical teams effectively.</li><li><strong>Oversee resolution of complex customer issues</strong>, ensuring timely and professional responses across all support functions.</li><li><strong>Collaborate with Production and Calibration</strong> to prioritize customer orders, manage schedules, and maintain high-quality standards.</li><li><strong>Implement scalable processes</strong> for onboarding, support, and lifecycle management to enhance the overall customer experience.</li><li><strong>Represent the voice of the customer</strong> internally, influencing continuous improvement in product design, service quality, and business operations.</li></ul>",
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      "description": "<p>Description</p><p>The <strong>Director of Customer Success</strong> is accountable for both <strong>customer satisfaction and commercial expansion</strong> across our existing accounts. This role oversees a cross-functional organization that includes <strong>Account Management, Technical Support, Field Service, Production, and Calibration</strong>.</p><p><br/></p><p>The Director ensures our customers receive world-class service, while also driving <strong>revenue growth</strong> through renewals, upgrades, and expanded product adoption. Success in this role requires strong leadership, operational discipline, and a commercial mindset.</p><p><br/></p><p><strong>Key Responsibilities</strong></p><ul><li><strong>Lead and develop the Customer Success organization</strong>, including Account Managers, Technical Support, Field Service, Production, and Calibration teams.</li><li><strong>Drive retention, renewals, and account expansion</strong>, ensuring that customer satisfaction directly contributes to company revenue goals.</li><li><strong>Partner with Sales and Product Management</strong> to align service delivery with business strategy and product roadmap.</li><li><strong>Establish metrics and KPIs</strong> for customer satisfaction, service performance, and account growth.</li><li><strong>Coach Account Managers</strong> to identify upsell and cross-sell opportunities within their assigned accounts and to leverage internal technical teams effectively.</li><li><strong>Oversee resolution of complex customer issues</strong>, ensuring timely and professional responses across all support functions.</li><li><strong>Collaborate with Production and Calibration</strong> to prioritize customer orders, manage schedules, and maintain high-quality standards.</li><li><strong>Implement scalable processes</strong> for onboarding, support, and lifecycle management to enhance the overall customer experience.</li><li><strong>Represent the voice of the customer</strong> internally, influencing continuous improvement in product design, service quality, and business operations.</li></ul><p>Requirements</p><ul><li>Bachelor’s degree in Business, Engineering, Life Sciences, or related field; MBA or equivalent leadership experience preferred.</li><li>10+ years of experience in <strong>Customer Success, Account Management, or Operations Leadership</strong>, with at least 5 years managing multi-disciplinary teams.</li><li>Proven success in <strong>driving customer retention and account growth</strong> in a <strong>technology or IoT-based business</strong>; MedTech or laboratory environment experience strongly preferred.</li><li>Strong leadership and communication skills with a demonstrated ability to inspire and align cross-functional teams.</li><li>Data-driven mindset with experience using CRM, analytics, and KPI dashboards to manage performance.</li><li>Strategic thinker with hands-on execution skills—comfortable operating in both boardroom discussions and day-to-day operations.</li></ul><p><br/></p>",
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