Director, Customer Success

Position Overview:

Outset Medical is seeking a seasoned customer success professional to build & lead our Customer Success team.  The Director of Customer Success will lead a team of Customer Success Managers and Implementation Managers in supporting the implementation, usage, adoption, and value realization for customers with Outset’s product lines.

The Director of Customer Success will provide visionary leadership to help shape and scale Outset’s CS model and deliver a world class support experience to our customers and patients. The successful leader will lead and be accountable for meeting the strategic, operational performance, budgetary objectives set for the Customer Success organization while maintaining the highest level of customer satisfaction.

Responsibilities:

• Management responsibility for a team of passionate Customer Success professionals to achieve aggressive implementation, usage, adoption, and value realization targets while continually evolving Outset’s customer success methodology and deliverables.
• Responsible for developing engagement models, KPIs, and methodologies that ensure customer adoption and value realization of Outset solutions.
• Develop thoughtful and strategic customer success offerings and repeatable deliverable templates which engage customers at crucial points in the customer lifecycle.
• Responsible for building and delivering C-Level executive presentations, including QBRs, and regular deep-dive sessions.
• Develop and action productivity and performance reporting of customer success management, individuals, and account opportunity.
• Oversee customer success team productivity and track and report critical customer success KPIs.
• Conduct historical reviews of account performance, account segmentation, and prioritization, and oversee other predictive analytics.
• Lead bringing new products to market by developing and executing an end-to-end post-sale customer success plan, including defining customer success motions, deliverables, KPI development and tracking, enablement, and a rigorous inspection cadence.
• Drive customer success annual planning, including determining account segmentation, usage and adoption targets, organizational design, account coverage, capacity model, and compensation plans.
• Effectively partner and across sales, clinical, service, and product teams.

Requirements;

• Proven experience managing best-in-class, customer-facing teams organization supporting aggressive revenue growth. Capable of managing a de-centralized customer success team.
• Strong C-Level executive presence and communication skills, with the ability to engage and inspire senior executives, including communicating your vision.
• Outstanding problem solving and analytical skills, including a talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations.
• Candidates must have a proven track record of success in providing strategic guidance and operational oversight in customer-facing teams.
• Proven ability to develop tactical initiatives that improve team productivity and performance. Background of introducing innovative performance metrics, improvement programs, and compensation enhancements.
• Ability to utilize combined industry benchmarking information with a robust analytical capability to identify market trends and test alternative strategy approaches that yield superior performance.

Preferred Qualifications;

• Experience researching, developing, and deploying software tools, technologies, and automation solutions/strategies in a Field organization.
• Proven ability to successfully bring new products to market and drive change management initiatives across a large Field organization.
• High degree of intellectual curiosity and ability to absorb new concepts quickly.
• Highly entrepreneurial and able to operate independently with minimum supervision.
• Heavily results-oriented, strong track record in meeting and exceeding revenue targets.
• Experience in subscription revenue environment.