Regional Customer Success Director

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Regional Customer Success Director based in United States.** This senior leadership role oversees customer success execution across the Southeast region, with targeted locations including Charleston, Atlanta, and Jacksonville. You will lead a multidisciplinary team responsible for implementing and supporting complex healthcare technology solutions and ensuring customers successfully adopt diagnostic workflows. The role operates at the intersection of customer success, healthcare operations, technology implementation, and commercial strategy within a highly cross-functional environment. You will be accountable for operational excellence, team performance, customer outcomes, and continuous process improvement across assigned territories. Success will require the ability to influence regional stakeholders, manage complex escalations, develop talent, and translate technical and operational priorities into clear execution plans. You will also contribute to broader organizational strategy through input on KPIs, quality systems, compliance, resourcing, and national initiatives. This is an opportunity to lead a high-impact team while helping healthcare organizations adopt innovative technologies that can improve patient care. ### Accountabilities: - Lead day-to-day operations for a multidisciplinary customer success team, including implementation, clinical, and solutions-focused professionals, ensuring execution against established regional and organizational goals. - Partner with commercial leaders and cross-functional stakeholders to align regional priorities, implementation requirements, timelines, resources, and customer success objectives. - Ensure projects and customer engagements are completed on time and in accordance with standard operating procedures, quality management systems, and applicable compliance requirements. - Monitor and report key execution metrics, including implementation forecasts, cycle times, imaging acceptance rates, customer feedback, and other relevant KPIs. - Identify operational risks, dependencies, and resource gaps early, driving process improvements and mitigation strategies to improve quality, efficiency, and consistency. - Influence execution across sales, reimbursement, medical affairs, product, quality, regulatory, and other functions, communicating complex technical and operational initiatives clearly and building stakeholder alignment. - Serve as a trusted advisor on customer success strategy, contributing to organizational KPIs, quality and compliance initiatives, resource planning, budgeting, and national programs as needed. - Develop team capability through coaching, behavior-specific feedback, performance management, succession planning, and clear career development pathways. - Mentor other people leaders and foster a culture of psychological safety, inclusion, accountability, ethical decision-making, and continuous improvement. - Manage interpersonal and cross-functional conflicts, resolve complex roadblocks and resource issues, and directly handle both routine and critical customer escalations while escalating appropriately when required. ### Requirements: - 12+ years of professional experience in a related field, with at least 5 years of people leadership experience; 15+ years of related experience and 8+ years of people leadership are preferred. - Bachelor’s degree or four years of relevant professional experience required; a master’s degree, particularly in a medical, allied health, or technical discipline, is preferred. - Proven track record of increasing responsibility and success leading teams within healthcare, medical technology, medical imaging, cardiovascular technology, or complex IT environments. - Demonstrated experience introducing new cardiovascular, medical imaging, or complex technology solutions into healthcare settings. - Strong knowledge of hospital workflows and healthcare IT implementation, with the ability to understand complex operational environments and drive effective adoption. - Ability to explain medical technologies and complex technical concepts clearly to physicians, hospital leadership, commercial stakeholders, and cross-functional business teams. - Exceptional cross-functional leadership skills, with the influence, tact, and communication ability needed to align diverse stakeholders and drive execution without direct authority. - Strong problem-solving and decision-making capabilities, particularly when managing high-pressure situations, customer escalations, operational risks, and competing priorities. - Strong operational discipline, including experience executing standardized processes, measuring KPIs, identifying improvement opportunities, and leading initiatives through completion. - Highly customer-focused, self-motivated, proactive, adaptable, and comfortable balancing strategic thinking with hands-on execution. - Cardiology or medical imaging experience is a plus. ### Benefits: - Remote opportunity supporting the Southeast region of the United States, with targeted cities including Charleston, Atlanta, and Jacksonville. - Estimated annual base compensation of $180,000–$220,000 USD. - Additional bonus and equity opportunities. - Leadership role with significant influence over customer success execution, team development, and regional performance. - Opportunity to work at the intersection of healthcare, medical technology, AI-driven diagnostics, and complex technology implementation. - Approximately 30% travel required. - Opportunity to contribute to broader organizational initiatives while developing and mentoring a multidisciplinary team. - Inclusive and respectful work environment committed to equal employment opportunities and supporting individuals from diverse backgrounds.