Senior Director/AVP, Customer Success (MedTech SaaS)

TL;DR

Senior Director/AVP, Customer Success (MedTech SaaS): Lead a team of 7+ CSMs for strategic $1B+ accounts, owning renewals, adoption, and satisfaction with an accent on executive business reviews and ROI quantification. Focus on coaching teams, risk mitigation, hiring top talent, and cross-functional partnerships to drive retention and expansion.

Location: Boston or remote (must have eligible work permit in the USA)

Company

High-growth AI and data platform accelerating access to medical technologies for MedTech companies, backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health.

What you will do

• Drive retention and expansion by leading CSMs focused on strategic $1B+ revenue accounts
• Manage and develop the team through enablement, coaching, and sharing best practices
• Conduct Executive Business Reviews with key customers to demonstrate value
• Support at-risk accounts with detection, alerting, and action plans
• Build hiring plans, recruit, and onboard world-class CSMs
• Partner with sales, product, and services teams on customer engagement
• Monitor account health, adoption metrics, and report KPIs to leadership

Requirements

• Eligible work permit in the USA
• 8+ years in Customer Success or Account Management in Enterprise SaaS
• 3+ years leading high-performing teams as Senior Manager or Director
• Proven track record exceeding retention and expansion quotas
• Ability to build relationships through empathy, active listening
• Proactive, self-driven with energy and resiliency
• Passion for people development and managing large portfolios
• Excellent written and verbal communication (email & PPT)

Nice to have

• Experience in venture-backed growth-stage companies
• Medical Device or Life Sciences experience
• Experience using CRM, ideally Hubspot

Culture & Benefits

• Collaborative culture focused on solving hard problems with innovative solutions
• Active mentorship, inclusion, and empathy-driven learning
• Full-remote flexibility for US employees with work-from-home stipend
• Flexible PTO, generous time off, and flexible hours
• 100% paid health, dental, vision for employees (75% for dependents)
• $1,000 home office stipend and optional team retreats
• 8-16 weeks paid parental leave and learning budget