Director of Enterprise Customer Success

Summary

Join AcuityMD, a leading software and data platform accelerating access to medical technologies, as their Director of Enterprise Customer Success. Lead a team of 7+ Customer Success Managers (CSMs) focused on strategic accounts ($1B+). Responsibilities include driving customer retention and expansion, managing the CSM team, engaging directly with key customers, supporting at-risk accounts, building hiring plans, and partnering with other teams. The ideal candidate possesses 8+ years of experience in Customer Success or Account Management in Enterprise SaaS, 3+ years leading high-performing teams, and a proven track record of exceeding quotas. Excellent communication skills and the ability to build strong customer relationships are essential. AcuityMD offers a competitive compensation package, remote work flexibility, unlimited vacation, comprehensive health benefits, a home office stipend, a learning budget, and parental leave.

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

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

Preferred Qualifications

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

Benefits

• 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
• Unlimited vacation : 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
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave
• Competitive compensation with equity upside