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Responsibilities
As Director of Customer Success – US, you are responsible for the overall performance, structure, and strategic direction of the Customer Success function across the United States. You will lead Customer Success and Implementation teams through team leads and senior CSMs, ensuring consistent execution, predictable retention, high product adoption, and scalable onboarding practices.You are accountable for retention, expansion enablement, customer health, operational efficiency, and the development of a high-performing Customer Success organization aligned with company objectives.You will operate as a member of the senior leadership layer, translating company strategy into regional execution while ensuring customer feedback meaningfully shapes product, commercial, and operational decisions.Key ResponsibilitiesRegional Leadership & Organizational DevelopmentLead and develop the Customer Success function across the United States, including Customer Success Managers and Implementation SpecialistsCoach and develop regional team leads and senior CSMs to ensure strong second-line leadershipDesign a scalable team structure aligned with growth targets and regional maturityDrive hiring, onboarding, capability development, and performance culture across the regionRetention, Growth & Commercial AccountabilityOwn gross retention and churn targetsPartner closely with Sales to ensure smooth handovers and expansion alignmentEstablish structured account planning processes for key strategic accountsIdentify churn risks early and ensure structured mitigation plans are executedImplementation Excellence & Operational RigorEnsure predictable, efficient implementations with clear timelines, scope control, and cost awarenessStandardize onboarding processes across regions while allowing necessary local adaptationMonitor and improve metrics including time-to-go-live, implementation margin, and customer readinessDrive structured change management approaches tailored to healthcare institutionsPerformance Management & KPI OwnershipDefine and track clear regional KPIs including: Customer Satisfaction (CSAT)Product adoption and usage depthRetention and churnImplementation duration and cost controlEstablish a consistent health scoring methodology across regionsDeliver accurate forecasting and performance reporting to executive leadershipEscalation & Executive Customer EngagementAct as executive escalation point for high-impact or strategic accountsMaintain direct relationships with key customersSupport complex renewals, risk accounts, and politically sensitive situationsProcess Standardization & ScalabilityIdentify structural inefficiencies and implement scalable best practicesEnsure documentation, playbooks, and operating models are standardizedDrive automation and tooling improvements where appropriateBuild repeatable frameworks rather than reactive solutionsCross-Functional Strategic AlignmentServe as the structured voice of the US customer toward Product, Marketing, and SalesEnsure feedback loops are prioritized, data-driven, and commercially relevantAlign customer success strategies with company-wide growth and product roadmap initiativesScope of ResponsibilityRegions: United StatesFull ownership of Customer Success and Implementation performance within the USLeadership of multiple team leads and/or senior CSMsExecutive-level reporting and forecasting responsibilityWhat you'll bringProven Regional LeaderYou have experience leading Customer Success or Service organizations. You understand nuance without compromising operational consistency.Commercially AccountableYou are comfortable owning retention targets and understand how Customer Success drives revenue protection and expansion. You think in terms of margins, scalability, and long-term value.Operationally StrongYou build structure. You create clarity. You reduce chaos. You know how to design processes that scale across countries without slowing the organization down.Strategic ThinkerYou operate beyond firefighting. You anticipate risks, identify structural gaps, and build long-term solutions.Executive CommunicatorYou can influence senior hospital stakeholders and internal leadership alike. You communicate clearly, directly, and with authority.Healthcare & SaaS Experience7+ years in Customer Success, Implementation, or similar roles3+ years in a leadership roleExperience in healthcare technology or complex B2B SaaS environmentsFamiliarity with multi-country operations preferredAdaptable & ResilientYou operate effectively in fast-growing, resource-constrained environments and make pragmatic trade-offs when necessary.What we offerThe opportunity to make a meaningful impact on the future of healthcare.Competitive compensation, including an attractive bonus scheme.Professional development opportunities, with room for continuous learning, training, and career growth.A role within a fast-growing international healthtech scale-up.Collaboration with an ambitious international team working at the intersection of healthcare, technology, and education.A pension plan, commuting allowance, and access to OpenUp.Regular team activities, knowledge-sharing sessions, and social events.A modern workplace, including a laptop and home office equipment.A diverse and inclusive workplace where everyone is valued and empowered to thrive.About IncisionOperating rooms are under pressure. Staffing shortages, increasing procedural complexity, and growing demand for care make it harder than ever for hospitals to keep perioperative teams prepared and supported.At Incision, we help hospitals improve how perioperative teams access knowledge, learn, and perform. Incision Assist helps surgical teams work with greater confidence and consistency by providing instant access to the information they need before and during procedures. Through MySPD and Academy, we support sterile processing and perioperative professionals with practical, accredited education that strengthens knowledge and performance across the surgical pathway.Today, hospitals in more than 20 countries use Incision to onboard staff faster, preserve critical knowledge, strengthen team collaboration, and improve operational performance.Working at IncisionImpact & Quality: We strive for innovation and excellence in everything we do.Learning & Growing: We share knowledge, learn from one another, and continuously develop ourselves.Collaboration: We work together, support each other, and celebrate our successes as one team.Why we're hiringWe are entering an exciting new phase of growth in the United States. As adoption of Incision Assist accelerates, we are investing heavily in product innovation, AI-powered knowledge delivery, and expanding our commercial presence in one of the world's most competitive healthcare technology markets.
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