Director of Customer Success (Fully Remote)

Sirona Medical; Deutschland; Remote; EUR 120,000 - 190,000; Full time

Job summary

Sirona Medical is seeking a Director of Customer Success to own the strategic framework for engaging radiology customers, driving retention, and expanding the account base. This is an individual contributor leadership role today, with plans to build and lead the CS function.

Reporting to the VP of Client Services, you will align Product, Implementations, Support, and Sales to deliver a unified customer experience, and you will measure success via NRR, renewal rate, and customer health trends.

Qualifications

• 7+ years in Customer Success, Account Management, or related fields; SaaS experience preferred.
• 3+ years of direct radiology or imaging informatics experience; strong radiologist workflows knowledge.
• Proven track record building or maturing customer success programs from the ground up.

Responsibilities

• Define the CS strategy for engagement and success metrics (health scoring, lifecycle playbooks).
• Own the customer relationship post-go-live—retention, adoption, and expansion.
• Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience.

Skills

Customer Success

Account Management

SaaS

Job description

• The Director of Customer Success will own the strategic framework for keeping Sirona's radiology customers engaged, retained, and expanding.
• This is an individual-contributor hands-on leadership role today, with no direct reports initially, but expected to build and lead the CS function.
• You'll report to the VP of Client Services and require deep expertise in radiology customer workflows and customer success strategy.

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.
• Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience.

How You'll Be Measured:

• Net Revenue Retention (NRR) and Renewal Rate.
• Expansion conversion and advocacy metrics.
• Customer satisfaction and health score trends.

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.
• Proven track record building or maturing customer success programs from the ground up.

Sirona Medical is a cloud-native software company building an AI-powered operating system for radiology workflows. They are a San Francisco-based company with employees around the world, focused on empowering radiologists.