Director of Customer Success (Medical Devices/Healthcare)

$250,000 - $300,000/Yr

Ironrod Health - Phoenix, AZ

Full-time - Senior

Phoenix, AZ

About the position

The Director of Customer Success at IronRod Health is responsible for enhancing operational efficiency and customer satisfaction within the healthcare sector, specifically focusing on cardiac device services. This role involves overseeing the implementation process, managing account managers, and identifying growth opportunities to ensure optimal care and financial success for healthcare entities.

Responsibilities

• Lead the implementation process, ensuring a smooth experience for customers.
• Guide a team of account managers to enhance customer satisfaction and oversee renewals.
• Identify and seize expansion opportunities within existing accounts to bolster revenue.
• Manage Field Clinical Representatives to resolve in-clinic issues and maintain customer satisfaction.
• Collaborate with teams across Sales, Marketing, Product, and Engineering to align Customer Success efforts with company goals.
• Build robust customer relationships and provide strategic guidance for effective account management.

Requirements

• Bachelor's degree in business, healthcare, or a related field preferred.
• Minimum 5 years of experience managing Customer Success teams with a strong track record in customer engagement techniques and renewal processes.
• At least 5 years of experience in the SaaS industry, including guiding early-stage companies and improving customer satisfaction.
• Comprehensive knowledge of healthcare workflows, gained through hands-on experience in related fields such as sales or medical administration.
• Exceptional leadership and communication skills, with the ability to inspire and motivate teams.
• Demonstrated success in improving operational efficiency, including analytical thinking, strategic planning, and problem-solving.
• Ability to adapt to changing business priorities and manage uncertainty.

Benefits

• Health insurance
• 401(k)