About the job
Senior Director of Customer Success
AcuityMD is a cutting-edge software and data platform designed to expedite access to medical technologies. With approximately 6,000 new medical devices approved by the FDA annually, our platform empowers MedTech companies to enhance their product delivery to physicians, ultimately improving patient care with the latest innovations. Supported by renowned investors such as Benchmark, Redpoint, and Ajax Health, we help MedTech organizations analyze product usage, investigate variations in outcomes, and discover opportunities for physicians to better serve their patients.
We are seeking a dynamic Senior Director or VP-level professional to spearhead our Customer Success efforts. This leader will oversee a dedicated team of over 7 Customer Success Managers (CSMs) focused on managing Strategic Segment accounts, each generating $1 billion or more in revenue. Your mission will be to cultivate customer loyalty, drive product adoption, and enhance overall customer satisfaction.
Team Mission
Our goal is to construct a world-class Commercial Team and create a systematic go-to-market strategy. We are on the lookout for high-caliber professionals in Enterprise SaaS and Medical Device customer success to engage thoughtfully with VPs, General Managers, and other key decision-makers within the Medical Device sector. Our Customer Success team is committed to a proactive, consultative, and high-touch approach, working directly with end-users to foster platform adoption and conducting Executive Business Reviews that align with strategic initiatives while quantifying and communicating ROI.
Responsibilities
- Lead a team of CSMs dedicated to customer retention and account growth in the Strategic segment (accounts exceeding $1 billion in revenue).
- Manage the Strategic Customer Success team, providing training, coaching, and development while refining Customer Success processes and strategies.
- Engage directly with key customers during Executive Business Reviews to showcase the value delivered by AcuityMD.
- Support CSMs in managing at-risk accounts through risk detection, alerting, and actionable plans.
- Develop hiring strategies and recruit, onboard, and train exceptional CSMs.
- Collaborate closely with sales, product, and services teams to further AcuityMD’s customer engagement mission.
- Continuously monitor account health and user adoption across a diverse portfolio, reporting key performance indicators to Customer Success and broader Commercial team leadership.

