Director, Strategic Customer Success
AcuityMD
Summary
Join AcuityMD, a high-growth MedTech software company, as their Director, Strategic Customer Success. Lead a team of 7+ Customer Success Managers focused on large ($1B+) accounts. Responsibilities include driving customer retention and expansion, managing and developing the CSM team, engaging directly with key customers, supporting at-risk accounts, and building and onboarding a world-class team. The ideal candidate possesses 8+ years of experience in Customer Success or Account Management in Enterprise SaaS, with 3+ years leading high-performing teams. Excellent communication and leadership skills are essential. AcuityMD offers competitive compensation, equity, a learning budget, comprehensive health and dental plans, a home office stipend, team retreats, remote work flexibility, generous time off, 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 or Canada 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
- 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
- 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)
- Competitive compensation with equity upside
- Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
- Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents
- Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement
- Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
- 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 vacation : Generous time off and flexible hours give you the freedom to do your best work
- Parental Leave: 6-12 weeks of fully-paid, flexible parental leave