Job Description
At careerzynith, we're on a mission to revolutionize the healthcare industry with cutting-edge radiation detection solutions. With a rich 75-year history and a strong local presence in Austin, Texas, we've established ourselves as a trusted partner for hospitals, integrated delivery networks, and large enterprise veterinary groups. As we continue to grow and expand our customer base, we're seeking a talented Director of Customer Success to lead and scale our customer success team.
- *About careerzynith**
careerzynith is a small, agile company with a big impact. We're passionate about delivering world-class service to our customers and driving measurable outcomes aligned with our mission, vision, and values. Our team is dedicated to fostering a culture of innovation, collaboration, and continuous learning. If you're a customer success leader with a passion for driving growth and retention, we want to hear from you.
- *Position Summary**
We're seeking a seasoned Director of Customer Success to lead our customer success team and drive strategic initiatives that optimize the entire customer journey. As a key member of our senior leadership team, you'll be responsible for developing and implementing a customer success strategy that aligns with our overall business goals. Your focus will be on enhancing retention, renewals, and revenue growth, while building long-term partnerships with our high-value customers.
- *Essential Duties and Responsibilities**
As our Director of Customer Success, you'll be responsible for the following key areas:
Lead with Vision & Impact
- Develop and implement a customer success strategy aligned with overall business goals and a commitment to world-class service for hospitals, enterprise, and other large customers.
- Leverage data-driven insights to optimize customer journeys and proactively address challenges.
- Foster a company-wide culture of Customer Success.
Define and Optimize the Customer Journey
- Develop, implement, and continuously refine scalable processes and playbooks while overseeing key lifecycle touchpoints, including executive sponsor programs, success plans, QBR/EBR processes, and feedback mechanisms (usage, NPS, CSAT) to drive a holistic, customer-centric experience.
- Own the renewal process, maintaining high retention and identifying opportunities for upselling and expansion.
- Standardize presentation materials for lifecycle playbooks and touchpoints.
- Identify opportunities to improve the customer experience and demonstrate the ROI delivered by careerzynith.
Recruit, Mentor, and Develop a World-Class Team
- Inspire and develop the Customer Success team by cultivating an environment of continuous learning, accountability, and collaboration.
- Lead by example through training, mentoring, and clear career path development, including defining customer segmentation and team structure.
Own and Exceed Key Performance Metrics
- Drive and report on key indicators, including upsells, retention, renewals, NRR, NPS, CSAT, and operational metrics such as time to onboard and effective QBRs/EBRs.
- Manage the financial model for the team, including cost projections, new hires, and revenue forecasts.
- Establish clear performance metrics and regularly review them to drive actionable improvements, reporting weekly to the VP of Customer Success.
Be the Customer Advocate
- Represent customer interests internally, influencing strategic discussions and decisions that benefit both clients and the company.
- Engage directly with careerzynith's strategic customers, supporting calls and managing escalations through a structured process.
- Collaborate with Marketing to create compelling case studies and success stories that underscore our impact and fuel growth.
Adaptability and Leadership
- Navigate periods of growth and change while maintaining a focus on client success and team engagement.
- Act as a strategic leader by driving alignment across teams and ensuring seamless customer experiences.
- Embrace a growth mindset and lead innovation across the organization.
- *Candidate Requirements**
- Possess a minimum of 5+ years in leadership roles with direct experience in Customer Success, Account Management, or a related discipline.
- Leadership experience with the capacity to influence, experience in hiring, mentoring, training, and motivating high-performing teams.
- Entrepreneurial and "lead from the front." You're a proven leader and motivator, with deep experience leading fast-growing organizations. You drive results and outcomes while balancing empathy and a people-first culture.
- Exhibit strong critical thinking and an analytical mind with the demonstrated ability to make data-driven decisions.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
- Strong account planning and management skills, including mature negotiation skills.
- Proven ability to manage multiple projects at a time while paying strict attention to detail.
- Must be self-directed and self-motivated.
- Superior professional presence and business acumen.
- Ability to adapt to a frequently changing and growing environment, which may result in changed priorities or changed job duties.
- BS degree or equivalent.
- *Minimum Qualifications (Knowledge, Skills, and Competencies for Success)**
- Entrepreneurial spirit: You are passionate about winning in the market and you are self-sufficient and can take initiative.
- Ability to work proactively and independently in a fast-paced environment, with a focus on continuous improvement.
- *Bonus Points If**
- Has direct HubSpot or Salesforce experience
- Background in healthcare, veterinary, dental, or radiation detection industries.
- Familiarity with dosimetry products and services.
- *Location**
Georgetown, TX (hybrid)
- *What We Offer**
- Competitive salary and bonus structure
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) matching program
- Paid time off and holidays
- Professional development opportunities
- Collaborative and dynamic work environment
- *How to Apply**
If you're a customer success leader with a passion for driving growth and retention, we want to hear from you. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you!
Apply for this job