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Senior Director/AVP, Customer Success

External
acuitymd logoAcuitymd · Boston
Full-timeRemote1mo ago30+ days old, may be filled
CRMHubSpotLeadership
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About the role

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values. We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors. Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-

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
  • Your Profile
  • 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)

Requirements

  • Experience in venture-backed, growth stage companies
  • Medical Device or Life Sciences experience
  • Experience using CRM, ideally Hubspot
  • You must have an eligible work permit in the USA to be considered for this position

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).Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.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 PTO : 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.Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.Health insuranceDental insuranceVision insurancePaid time offRemote work optionsFlexible scheduleParental leave

Additional Information

Senior Director/AVP, Customer Success AcuityMD is a software and data platform that accelerates access to medical technologies. We help MedTech companies understand how their products are used, why customers vary, and identify opportunities for physicians to better serve their patients. Each year, the FDA approves ~6,000 new medical devices. Our solution helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health. We're a high-growth AI and Data company scaling rapidly. We are targeting a Senior Director or AVP level for this role. The Customer Success Leader will lead Customer Success Managers (CSMs) focused on the Strategic Segment ($1B+) accounts. In this role, you will lead a team of 7+ CSMs responsible for owning renewals, generating adoption, and driving customer satisfaction. Team Mission We are building a best-in-class Commercial Team and establishing a repeatable go-to-market motion. We are hiring a team of high-caliber Enterprise SaaS and Medical Device customer success professionals to thoughtfully engage VPs, General Managers, and other corporate decision makers and end-users across the Medical Device Industry. Our Customer Success team takes a proactive, consultative, and high-touch approach when working with customers, by engaging directly with end-users to generate platform adoption and running Executive Business Reviews to align with strategic initiatives and quantify and communicate ROI.

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