Director of Customer Success

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Incision

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

📚 Education

☁️ SaaS

💰 $7M Series B - Incision on 2023-11

Healthcare • Education • SaaS

Incision is a company that builds digital, accredited learning and case-preparation solutions for perioperative teams. It offers products such as Incision Assist (a perioperative case-preparation and workflow tool), Incision Academy (accredited online courses for surgical staff), and Incision MySPD (a standardized digital education and competency program for sterile processing). Incision targets hospitals, surgery centers and educational institutions worldwide, emphasizing measurable outcomes (reduced SPD error rates, faster turnover times) and accreditation (Royal College of Surgeons of England).

📋 Description

• Lead and develop the Customer Success function across the United States, including Customer Success Managers and Implementation Specialists • Coach and develop regional team leads and senior CSMs • Design a scalable team structure aligned with growth targets and regional maturity • Drive hiring, onboarding, capability development, and performance culture • Own gross retention and churn targets • Partner with Sales on handovers and expansion alignment • Establish account planning processes for strategic accounts • Identify churn risks and execute mitigation plans • Ensure predictable, efficient implementations with clear timelines, scope control, and cost awareness • Standardize onboarding while allowing necessary local adaptation • Monitor and improve time-to-go-live, implementation margin, and customer readiness • Drive structured change management for healthcare institutions • Define and track regional KPIs including CSAT, product adoption, retention, churn, implementation duration, and cost control • Establish health scoring methodology • Deliver forecasting and performance reporting to executive leadership • Act as executive escalation point for high-impact or strategic accounts • Maintain direct relationships with key customers • Support complex renewals, risk accounts, and politically sensitive situations • Implement scalable best practices, standardized documentation, playbooks, and operating models • Drive automation and tooling improvements • Build repeatable frameworks • Represent the US customer voice to Product, Marketing, and Sales • Align customer success strategies with company growth and product roadmap initiatives

🎯 Requirements

• Proven experience leading Customer Success or Service organizations • Experience owning retention targets and understanding revenue protection and expansion • Ability to design scalable operational processes across countries • Strategic risk identification and long-term solution development • Ability to influence senior hospital stakeholders and internal leadership • Clear, direct, and authoritative communication • 7+ years in Customer Success, Implementation, or similar roles • 3+ years in a leadership role • Experience in healthcare technology or complex B2B SaaS environments • Familiarity with multi-country operations preferred • Ability to operate effectively in fast-growing, resource-constrained environments • Pragmatic decision-making and trade-off management

🏖️ Benefits

• Competitive compensation, including an attractive bonus scheme • Professional development opportunities, with room for continuous learning, training, and career growth • Pension plan • Commuting allowance • Access to OpenUp • Regular team activities • Knowledge-sharing sessions • Social events • Laptop • Home office equipment • Diverse and inclusive workplace • Meaningful impact on the future of healthcare • Collaboration with an ambitious international team