About Incision

Operating rooms are under pressure. Staffing shortages, increasing procedural complexity, and growing demand for care make it harder than ever for hospitals to keep perioperative teams prepared and supported.

At Incision, we help hospitals improve how perioperative teams access knowledge, learn, and perform. Incision Assist helps surgical teams work with greater confidence and consistency by providing instant access to the information they need before and during procedures. Through MySPD and Academy, we support sterile processing and perioperative professionals with practical, accredited education that strengthens knowledge and performance across the surgical pathway.

Today, hospitals in more than 20 countries use Incision to onboard staff faster, preserve critical knowledge, strengthen team collaboration, and improve operational performance.

Working at Incision

Impact & Quality: We strive for innovation and excellence in everything we do.
Learning & Growing: We share knowledge, learn from one another, and continuously develop ourselves.
Collaboration: We work together, support each other, and celebrate our successes as one team.

Why we're hiring

We are entering an exciting new phase of growth in the United States. As adoption of Incision Assist accelerates, we are investing heavily in product innovation, AI-powered knowledge delivery, and expanding our commercial presence in one of the world's most competitive healthcare technology markets.

Your role

As Director of Customer Success – US, you are responsible for the overall performance, structure, and strategic direction of the Customer Success function across the United States. You will lead Customer Success and Implementation teams through team leads and senior CSMs, ensuring consistent execution, predictable retention, high product adoption, and scalable onboarding practices.

You are accountable for retention, expansion enablement, customer health, operational efficiency, and the development of a high-performing Customer Success organization aligned with company objectives.

You will operate as a member of the senior leadership layer, translating company strategy into regional execution while ensuring customer feedback meaningfully shapes product, commercial, and operational decisions.

Key Responsibilities

Regional Leadership & Organizational Development

Lead and develop the Customer Success function across the United States, including Customer Success Managers and Implementation Specialists
Coach and develop regional team leads and senior CSMs to ensure strong second-line leadership
Design a scalable team structure aligned with growth targets and regional maturity
Drive hiring, onboarding, capability development, and performance culture across the region

Retention, Growth & Commercial Accountability

Own gross retention and churn targets
Partner closely with Sales to ensure smooth handovers and expansion alignment
Establish structured account planning processes for key strategic accounts
Identify churn risks early and ensure structured mitigation plans are executed

Implementation Excellence & Operational Rigor

Ensure predictable, efficient implementations with clear timelines, scope control, and cost awareness
Standardize onboarding processes across regions while allowing necessary local adaptation
Monitor and improve metrics including time-to-go-live, implementation margin, and customer readiness
Drive structured change management approaches tailored to healthcare institutions

Performance Management & KPI Ownership

Define and track clear regional KPIs including:
Customer Satisfaction (CSAT)
Product adoption and usage depth
Retention and churn
Implementation duration and cost control
Establish a consistent health scoring methodology across regions
Deliver accurate forecasting and performance reporting to executive leadership

Escalation & Executive Customer Engagement

Act as executive escalation point for high-impact or strategic accounts
Maintain direct relationships with key customers
Support complex renewals, risk accounts, and politically sensitive situations

Process Standardization & Scalability

Identify structural inefficiencies and implement scalable best practices
Ensure documentation, playbooks, and operating models are standardized
Drive automation and tooling improvements where appropriate
Build repeatable frameworks rather than reactive solutions

Cross-Functional Strategic Alignment

Serve as the structured voice of the US customer toward Product, Marketing, and Sales
Ensure feedback loops are prioritized, data-driven, and commercially relevant
Align customer success strategies with company-wide growth and product roadmap initiatives

Scope of Responsibility

Regions: United States
Full ownership of Customer Success and Implementation performance within the US
Leadership of multiple team leads and/or senior CSMs
Executive-level reporting and forecasting responsibility

What you'll bring

Proven Regional Leader

You have experience leading Customer Success or Service organizations. You understand nuance without compromising operational consistency.

Commercially Accountable

You are comfortable owning retention targets and understand how Customer Success drives revenue protection and expansion. You think in terms of margins, scalability, and long-term value.

Operationally Strong

You build structure. You create clarity. You reduce chaos. You know how to design processes that scale across countries without slowing the organization down.

Strategic Thinker

You operate beyond firefighting. You anticipate risks, identify structural gaps, and build long-term solutions.

Executive Communicator

You can influence senior hospital stakeholders and internal leadership alike. You communicate clearly, directly, and with authority.

Healthcare & SaaS Experience

7+ years in Customer Success, Implementation, or similar roles
3+ years in a leadership role
Experience in healthcare technology or complex B2B SaaS environments
Familiarity with multi-country operations preferred

Adaptable & Resilient

You operate effectively in fast-growing, resource-constrained environments and make pragmatic trade-offs when necessary.

What we offer

The opportunity to make a meaningful impact on the future of healthcare.
Competitive compensation, including an attractive bonus scheme.
Professional development opportunities, with room for continuous learning, training, and career growth.
A role within a fast-growing international healthtech scale-up.
Collaboration with an ambitious international team working at the intersection of healthcare, technology, and education.
A pension plan, commuting allowance, and access to OpenUp.
Regular team activities, knowledge-sharing sessions, and social events.
A modern workplace, including a laptop and home office equipment.
A diverse and inclusive workplace where everyone is valued and empowered to thrive.

Incision

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