Director of Customer Success

Paige is revolutionizing the way pathologists work by bringing confidence to cancer diagnosis. Our novel AI applications support pathologists in each step of the diagnostic process, offering unrivalled insights to transform cancer care.

Our AI is built on one of the largest and most diverse datasets in pathology, including data from over 1,000 institutions around the globe. This helped us to receive the first ever FDA approval for an AI product in pathology. Paige has also received FDA-clearance for our digital viewer, FullFocus®, and CE-IVD and UKCA clearance for our diagnostic AI in prostate and breast cancer.

Paige has created a single solution to labs’ biggest pain points, supporting them in delivering more efficient diagnoses to better support their patients. Our web-based software platform puts advanced digital pathology tools together with Paige and third-party AI into the hands of pathologists, while maintaining the highest security and safety standards.

Headquartered in New York with an expansive global footprint, Paige is developing and delivering a new generation of solutions to support labs of all shapes and sizes. Our team is guided by our mission to transform the world of cancer care and pioneer the path forward in the burgeoning industries of digital pathology and AI.

We are seeking a Director of Customer Success to join our team. In this role, you’ll be part of the Implementation & Customer Success leadership team, driving the successful adoption digital pathology and AI with customers and partners on a global scale.

You will be responsible for leading a team ensuring the day-to-day onboarding & support of customers whilst interfacing with internal stakeholders, ensuring Paige has the voice of customer at the heart of its operations. Understanding the needs of the customers, the Paige applications and technology is a critical component of this role.

This position is fully remote for US-based candidates in the ET timezone, or can be hybrid from our NYC Head Office, if preferred. 

The base pay range for New York and California is $155,000 - $165,000 per annum. The range may differ in other locations.

Responsibilities

Lead the Customer Success Team

• Lead, mentor, and manage a team of Customer Success Managers including planning resources, setting KPIs, OKRs, goals and objectives for the team
• Drive cross-functional communication with internal teams and implement mechanisms to improve internal communication
• Anticipate team and customer needs by developing and rolling out proper resources (tools, diagrams, process maps, decks etc.) when new processes are introduced
• Lead by example undertaking by managing key strategic accounts
• Ensure the Customer Success team deeply understands our customer

Set and Define Customer Success Strategy

• Develop and execute a Customer Success strategy that aligns with the company's overall goals and objectives
• Set clear goals and objectives for the Customer Success Managers
• Set the processes, tooling and standards for Customer Success requirements and how the team interfaces with the wider internal organization
• Collaborate with Product, Sales, and Marketing teams to address customer concerns and improve the overall customer experience
• Lead a team to deliver high quality services to obtain high NPS rates

Deliver First in Class Customer Success

• Ensure that new customers have a smooth and successful introduction to the company's products or services
• Build and maintain strong relationships with key customers, ensuring they receive value from our products and services
• Deliver ramp, training and action plans for each customer
• Gather customer feedback and insights to identify areas for improvement
• Work to increase customer retention rates and reduce churn
• Identify opportunities for upselling or cross-selling additional products or services to existing customers
• Use customer data and analytics to track and report on customer success metrics
• Identify potential customer advocates who can provide testimonials, case studies, or referrals
• Encourage and support customers in becoming brand advocates

Other Requirements/Expectations

• Maintain compliance with legal regulations, policies and procedures relating to compliance, and best practices in Customer Success
• Work as a leader within the Implementation and Customer Success team on a daily basis to set standards and implement new processes
• Work outside normal working hours may be required on occasions to meet deadlines or address urgent customer issues, etc.
• Occasional travel for training, project kick off, face to face customer meetings

About You

• 7+ years’ experience in Account Management or Customer Success roles for software solutions
• Proven experience in a Customer Success leadership role
• Understanding of Customer Success metrics and tools (e.g. CRM software, customer feedback platforms)
• Proven experience setting and benchmarking metrics for managing customer data, including trend analysis
• Highly motivated, customer-centric person, strong customer empathy and focus
• Ability to work as part of a global team

Desirable

• Experience in managing customers within the diagnostics or healthcare space
• Experience working in an FDA/CE-IVD Mark regulated environment
• Experience in managing SaaS-based customers

Paige.AI is an equal opportunity employer. We are committed to building an inclusive and collaborative work environment that fosters trust, amplifies diverse perspectives, and empowers innovation. We make employment decisions based on the needs of our business and the qualifications of the individual and do not discriminate based upon race, color, religion, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other status protected by the laws or regulations in the locations where we operate. We encourage candidates from all backgrounds and experiences to apply.  

To request a reasonable accommodation, please let us know in your application or email us at [email protected].