Director, Strategic Customer Success

AcuityMD Logo

AcuityMD

πŸ“Remote - Worldwide

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

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