Director of Customer Success

Director of Customer Success

About the Role
The Director of Customer Success will own the strategic framework for keeping Sirona's existing radiology customers engaged, retained, and expanding and will partner closely with Go-To-Market and Implementation on onboarding new customers. This is an individual-contributor hands-on leadership role today, with no direct reports initially.  As the customer base and team grow, this role is expected to build and lead the Customer Success function. You'll report to the VP of Client Services.

This role requires deep expertise in radiology customer workflows and customer success strategy, along with the judgment to build a durable process without a team to lean on yet.

Key Responsibilities:

• Define the CS strategy for Sirona: engagement playbooks, customer health scoring, and success metrics
• Own the customer relationship post-go-live - retention, adoption, and expansion - for our existing customer base
• Partner with GTM/Sales during pre-close and implementation to ensure new customers are set up for a strong launch
• Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience
• Represent the customer voice in roadmap discussions and executive business reviews
• Own metrics such as NRR, renewal rate, and customer engagement dashboards
• Drive executive relationships with key accounts and strategic radiology partners
• Lay the groundwork (process, tooling, hiring plan) for a Customer Success team as the function scales

How You'll Be Measured

• Net Revenue Retention (NRR) and Renewal Rate
• Expansion conversion and advocacy metrics
• Customer satisfaction and health score trends
• Proactive issue resolution and escalation management

Key Requirements:

• 7+ years in Customer Success, Account Management, or related fields, ideally in SaaS delivered radiology PACS and reporting
• 3+ years of direct experience in radiology or imaging informatics, with a strong understanding of radiologist workflows, strongly preferred
• 2+ years of experience managing managers required. This role starts as an individual contributor but is expected to scale into a multi-layer team
• Proven track record building or maturing customer success programs from the ground up, comfortable operating without an existing team or established process
• Strategic mindset, strong operational rigor, and excellent communication and executive presence

Benefits:

• Generous Compensation Plan
• Stock Options
• Flexible Paid Time Off (PTO)
• Medical, dental, vision insurance
• Life insurance
• Maternity and Paternity Leave
• 401K matching
• Apple equipment
• Sponsorship for conferences, continuing education, etc.

The annual US base salary for this full-time position is $180,000 - $200,000 + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.