Director of Customer Success
Sirona Medical · Remote ·
- Work mode
- Remote
- Seniority
- C level
- Employment
- Full time
- Category
- Customer success
- Experience
- 2+ years
About Sirona Medical
At Sirona Medical, we’re building software that enables physicians to work as fast as they can think.
Each year in the U.S., billions of patient images are captured—and nearly all of them are reviewed and diagnosed by radiologists. These specialists are the central hub of diagnostic medicine: over 80% of all healthcare data flows through radiology IT systems. Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients. That’s where Sirona comes in.
We’re a San Francisco-based, cloud-native software company with employees around the world. Our deep understanding of both the practice and business of radiology has allowed us to build RadOS—a unified, AI-powered operating system powering the entire radiology workflows.
How Sirona Solves the Problem
Sirona is uniquely positioned to transform the way radiology is practiced. We're delivering the organizational shift that both individual radiologists and entire practices urgently need:
-
A unified, intuitive, and platform-agnostic solution
-
A streamlined workspace that makes every part of the radiologist’s workflow faster and easier
-
The freedom to read from anywhere, for anyone
Director of Customer Success
About the Role
The Director of Customer Success will own the strategic framework for keeping Sirona's existing radiology customers engaged, retained, and expanding and will partner closely with Go-To-Market and Implementation on onboarding new customers. This is an individual-contributor hands-on leadership role today, with no direct reports initially. As the customer base and team grow, this role is expected to build and lead the Customer Success function. You'll report to the VP of Client Services.
This role requires deep expertise in radiology customer workflows and customer success strategy, along with the judgment to build a durable process without a team to lean on yet.
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
- 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
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, 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
Benefits:
- Generous Compensation Plan
- Stock Options
- Flexible Paid Time Off (PTO)
- Medical, dental, vision insurance
- Life insurance
- Maternity and Paternity Leave
- 401K matching
- 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.