AcuityMD - Senior Director/AVP, Customer Success
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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) • 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
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
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). • Ground floor opportunity • Learning Budget: Reimbursements for relevant learning and up-skilling opportunities. • Learning Budget: • 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. • Remote work • Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work. • Flexible PTO • 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. • Paid Health, Dental, and Vision Plans: • Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings. • Optional Team Retreats: • Parental Leave: 8-16 weeks of fully-paid, flexible parental leave. • Parental Leave:
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