Vice President, Client Services
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Requirements
- 15+ years of experience leading client services, customer success, professional services, or similar organizations
- Proven success scaling services in high-growth, enterprise SaaS or complex B2B environments
- Experience partnering deeply with Product and Engineering teams
- Experience supporting or scaling international customers and services operations is a strong plus
- Healthcare, radiology, or regulated-industry experience strongly preferred
- A systems thinker who enjoys building structure where it doesn’t yet exist
- Comfortable holding leaders accountable while building trust and alignment
- Energized by growth, ambiguity, and the challenge of scale
- Strong executive presence with the ability to influence across functions
- A values-driven leader who models ownership, transparency, and collaboration
Responsibilities
- Own end-to-end customer outcomes across the post-sale lifecycle, from implementation to renewal and expansion
- Ensure customers achieve predictable time-to-value, strong adoption, platform stability, and long-term success
- Serve as the executive escalation point for critical customer issues and relationships
- Lead and develop senior leaders across:
- Implementations
- Support & Integrations
- Customer Success
- Build a high-performing leadership bench and foster a culture of accountability, ownership, and continuous improvement
- Design clear roles, career paths, and operating expectations as the organization scales
- Partner with Product, Enablement, and Engineering to ensure services readiness for all product releases
- Ensure that what Sirona ships is not just delivered, but successfully adopted in the real world
- Establish durable feedback loops from customers and the field into product strategy and prioritization
- Define and own services KPIs and OKRs, ensuring progress is visible and measurable
- Design scalable processes, tools, and playbooks that support growth without sacrificing quality
- Balance standardization with flexibility across customer segments and use cases
- Partner closely with:
- Enablement on readiness, training, and field communications
- Sales on customer transitions, expectations, and expansion
- Director of Operations on planning cadence, metrics, and execution discipline
- What Success Looks Like
- Customers experience consistent, high-quality implementations and ongoing support
- Product releases land smoothly and are adopted with minimal disruptions
- Services KPIs are clearly defined, tracked, and improving quarter over quarter
- Escalations decrease as systemic issues are proactively addressed
- The services organization scales sustainably, without reliance on heroics
Benefits
- Medical, dental, vision insurance
- Maternity and Paternity Leave
- Flexible time off
- The annual US base salary range for this full-time position is $215,000 - $235,000 + 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.
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