Director of Customer Success

About the Role:

• The Director of Customer Success will own the strategic framework for keeping Sirona's radiology customers engaged, retained, and expanding.
• This is an individual-contributor hands-on leadership role today, with no direct reports initially, but expected to build and lead the CS function.
• You'll report to the VP of Client Services and require deep expertise in radiology customer workflows and customer success strategy.

Key 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.
• Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience.

How You'll Be Measured:

• Net Revenue Retention (NRR) and Renewal Rate.
• Expansion conversion and advocacy metrics.
• Customer satisfaction and health score trends.

Key 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.
• Proven track record building or maturing customer success programs from the ground up.