Director of Customer Success

Radiation Detection Company
? RDC is a longstanding healthcare organization with a 75-year history. Despite its long heritage, it operates as a small, agile company (approximately 80 employees) that has doubled in size over the past four years. Its headquarters are in Austin, Texas, with a strong local presence (over 85% of employees are in Austin or nearby areas such as Georgetown/Liberty Hill).
? RDC serves the healthcare market by working with hospitals, integrated delivery networks (IDNs), large enterprise veterinary groups, and dental service organizations (DSOs). The company is focused on managing customer relationships through high-touch customer success functions that include contract renewals, pricing negotiations, and overall account management.

Position Summary

We are seeking a talented Director of Customer Success to lead and scale our customer success team. Reporting directly to the VP of Customer Success and as a key member of the senior leadership team, you will drive and implement strategic, data-driven initiatives that optimize the entire customer journey?from onboarding through renewal and expansion.

Your focus will be on enhancing retention, renewals, and revenue growth, while building long-term partnerships with hospitals, enterprise clients,

and high-value accounts. The ideal candidate brings a passion for customer success, strong leadership skills, and a strategic mindset to foster a high-performing, engaged team and deliver measurable outcomes aligned with our mission, vision, and values.

Essential Duties And Responsibilities

The essential functions include, but are not limited to the following:

Lead with Vision & Impact
? Develop and implement a customer success strategy aligned with overall business goals and a

commitment to world-class service for hospitals, enterprise, and other large customers.
? Leverage data-driven insights to optimize customer journeys and proactively address challenges.
? Foster a company-wide culture of Customer Success.

Define and Optimize the Customer Journey
? Develop, implement, and continuously refine scalable processes and playbooks while overseeing key lifecycle touchpoints?including executive sponsor programs, success plans, QBR/EBR processes, and feedback mechanisms (usage, NPS, CSAT)?to drive a holistic, customer-centric experience.
? Own the renewal process, maintaining high retention and identifying opportunities for upselling and expansion.
? Standardize presentation materials for lifecycle playbooks and touchpoints.
? Identify opportunities to improve the customer experience and demonstrate the ROI delivered by RDC.

Recruit, Mentor, and Develop a World-Class Team
? Inspire and develop the Customer Success team by cultivating an environment of continuous learning, accountability, and collaboration.
? Lead by example through training, mentoring, and clear career path development, including defining customer segmentation and team structure.

Own and Exceed Key Performance Metrics
? Drive and report on key indicators including upsells, retention, renewals, NRR, NPS, CSAT, and operational metrics such as time to onboard and effective QBRs/EBRs.
? Manage the financial model for the team, including cost projections, new hires, and revenue forecasts.
? Establish clear performance metrics and regularly review them to drive actionable improvements, reporting weekly to the VP of Customer Success.

Be the Customer Advocate
? Represent customer interests internally, influencing strategic discussions and decisions that benefit both clients and the company.
? Engage directly with RDC's strategic customers, supporting calls and managing escalations through a structured process.
? Collaborate with Marketing to create compelling case studies and success stories that underscore our impact and fuel growth.

Adaptability and Leadership
? Navigate periods of growth and change while maintaining a focus on client success and team engagement.
? Act as a strategic leader by driving alignment across teams and ensuring seamless customer experiences.
? Embrace a growth mindset and lead innovation across the organization.

Candidate Requirements
? Possess a minimum of 5+ years in leadership roles with direct experience in Customer Success, Account Management, or a related discipline.
? Leadership experience with the capacity to influence, experience in hiring, mentoring, training

and motivating high performing teams.
? Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep

experience leading fast-growing organizations. You drive results and outcomes while balancing

empathy and a people-first culture.
? Exhibit strong critical thinking and an analytical mind with the demonstrated ability to make data-driven decisions.
? Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
? Strong account planning and management skills including mature negotiation skills.
? Proven ability to manage multiple projects at a time while paying strict attention to detail.
? Must be self-directed and self-motivated.
? Superior professional presence and business acumen.
? Ability to adapt to a frequently changing and growing environment, which may result in changed priorities or changed job duties.
? BS degree or equivalent.

Minimum Qualifications (knowledge, Skills, And Competencies For Success)
? Entrepreneurial spirit: You are passionate about winning in the market and you are self-sufficient and can take initiative.
? Ability to work proactively and independently in a fast-paced environment, with a focus on continuous improvement.

Bonus Points If
? Has direct HubSpot or Salesforce experience
? Background in healthcare, veterinary, dental, or radiation detection industries.
? Familiarity with dosimetry products and services.

Location: Georgetown, TX (hybrid)

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