Director of Customer Success - US

Job description

About Incision Operating 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 Incision Impact & 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 hiring We 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. Your role 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 Responsibilities Regional Leadership & Organizational Development Lead and develop the Customer Success function across the United States, including Customer Success Managers and Implementation Specialists Coach and develop regional team leads and senior CSMs to ensure strong second-line leadership Design a scalable team structure aligned with growth targets and regional maturity Drive hiring, onboarding, capability development, and performance culture across the region Retention, Growth & Commercial Accountability Own gross retention and churn targets Partner closely with Sales to ensure smooth handovers and expansion alignment Establish structured account planning processes for key strategic accounts Identify churn risks early and ensure structured mitigation plans are executed Implementation Excellence & Operational Rigor Ensure predictable, ef fi cient implementations with clear timelines, scope control, and cost awareness Standardize onboarding processes across regions while allowing necessary local adaptation Monitor and improve metrics including time-to-go-live, implementation margin, and customer readiness Drive structured change management approaches tailored to healthcare institutions Performance Management & KPI Ownership De fi ne and track clear regional KPIs including: Customer Satisfaction (CSAT) Product adoption and usage depth Retention and churn Implementation duration and cost control Establish a consistent health scoring methodology across regions Deliver accurate forecasting and performance reporting to executive leadership Escalation & Executive Customer Engagement Act as executive escalation point for high-impact or strategic accounts Maintain direct relationships with key customers Support complex renewals, risk accounts, and politically sensitive situations Process Standardization & Scalability Identify structural inef fi ciencies and implement scalable best practices Ensure documentation, playbooks, and operating models are standardized Drive automation and tooling improvements where appropriate Build repeatable frameworks rather than reactive solutions Cross-Functional Strategic Alignment Serve as the structured voice of the US customer toward Product, Marketing, and Sales Ensure feedback loops are prioritized, data-driven, and commercially relevant Align customer success strategies with company-wide growth and product roadmap initiatives Scope of Responsibility Regions: United States Full ownership of Customer Success and Implementation performance within the US Leadership of multiple team leads and/or senior CSMs Executive-level reporting and forecasting responsibility What you'll bring Proven Regional Leader You have experience leading Customer Success or Service organizations. You understand nuance without compromising operational consistency. Commercially Accountable You 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 Strong You build structure. You create clarity. You reduce chaos. You know how to design processes that scale across countries without slowing the organization down. Strategic Thinker You operate beyond firefighting. You anticipate risks, identify structural gaps, and build long-term solutions. Executive Communicator You can influence senior hospital stakeholders and internal leadership alike. You communicate clearly, directly, and with authority. Healthcare & SaaS Experience 7+ years in Customer Success, Implementation, or similar roles 3+ years in a leadership role Experience in healthcare technology or complex B2B SaaS environments Familiarity with multi-country operations preferred Adaptable & Resilient You operate effectively in fast-growing, resource-constrained environments and make pragmatic trade-offs when necessary. What we offer The 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.