AISAP Medical is a fast-growing health tech startup on a mission to revolutionize the world of point-of-care ultrasound using ground breaking AI technology. We are passionate about delivering exceptional value to our clients in the healthcare space and believe in creating meaningful partnerships with our customers while fostering a culture of excellence, collaboration, and innovation.
Job Overview
We are seeking a Director of Strategic Customer Success to lead and scale our Customer Success team. This leader will be responsible for defining and executing strategies to ensure customer satisfaction, retention, and growth while building and managing a high performing team of Customer Success Managers (CSMs). The ideal candidate has at least 5 years of experience in customer success, preferably in the healthcare industry, and a proven track record of driving customer outcomes at a leadership level.
Key Responsibilities
Strategy Development & Execution:
• Develop and implement a scalable customer success strategy that aligns with the company’s goals and vision.
• Own customer retention, expansion, and satisfaction metrics, driving measurable improvements.
Customer Relationship Management:
• Serve as a trusted advisor to key customers, ensuring they derive maximum value from our solutions.
• Lead strategic account reviews to align on customer goals, identify opportunities for growth, and address challenges proactively.
Team Leadership:
• Hire, mentor, and develop a team of high-performing Customer Success Managers.
• Foster a culture of collaboration, accountability, and continuous improvement within the team.
Cross-Functional Collaboration:
• Work closely with Sales, Product, and Marketing teams to ensure a seamless customer experience.
• Provide feedback to the Product team on customer needs and collaborate on feature prioritization.
Customer Advocacy & Insights:
• Act as the voice of the customer, advocating for their needs within the organization.
• Leverage customer data and insights to inform strategies and drive innovation.
Qualifications
• 5+ years of experience in Customer Success, Account Management, or a related field, with at least 2 years in a leadership role.
• Industry experience in healthcare or health tech is strongly preferred.
• Proven track record of driving customer satisfaction, retention, and expansion in a fast-paced environment.
• Exceptional communication, relationship-building, and problem-solving skills.
• Demonstrated ability to build and lead high-performing teams.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency with customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).Why Join Us?
• Opportunity to lead and shape the future of customer success at a fast-growing health tech startup.
• Work with cutting-edge technology that is transforming the healthcare industry.
• Collaborative and mission-driven work environment.