Sirona Medical - Director of Customer Success

Remote - USA *$180k - $200k+ Equity3w ago

Remote Director NA Software Director of Customer Success Customer Success Reporting Account Management Customer Relations NRR

Requirements

• 7+ years in Customer Success, Account Management, or related fields, ideally in SaaS delivered radiology PACS and reporting • 3+ years of direct experience in radiology or imaging informatics, with a strong understanding of radiologist workflows, strongly preferred • 2+ years of experience managing managers required. This role starts as an individual contributor but is expected to scale into a multi-layer team • Proven track record building or maturing customer success programs from the ground up, comfortable operating without an existing team or established process • Strategic mindset, strong operational rigor, and excellent communication and executive presence

Responsibilities

• Define the CS strategy for Sirona: engagement playbooks, customer health scoring, and success metrics • Own the customer relationship post-go-live - retention, adoption, and expansion - for our existing customer base • Partner with GTM/Sales during pre-close and implementation to ensure new customers are set up for a strong launch • Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience • Represent the customer voice in roadmap discussions and executive business reviews • Own metrics such as NRR, renewal rate, and customer engagement dashboards • Drive executive relationships with key accounts and strategic radiology partners • Lay the groundwork (process, tooling, hiring plan) for a Customer Success team as the function scales • How You'll Be Measured • Net Revenue Retention (NRR) and Renewal Rate • Expansion conversion and advocacy metrics • Customer satisfaction and health score trends • Proactive issue resolution and escalation management

Benefits

• Generous Compensation Plan • Flexible Paid Time Off (PTO) • Medical, dental, vision insurance • Maternity and Paternity Leave • Apple equipment • Sponsorship for conferences, continuing education, etc. • The annual US base salary for this full-time position is $180,000 - $200,000 + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.