About The Role
Radiation Detection Company (RDC) is scaling, and Customer Success is a critical driver of retention, growth, and long-term customer value. The Director of Customer Success is a senior leadership role responsible for leading and evolving RDC's post-sale organization, with ownership across onboarding, adoption, renewals, expansions, and strategic customer engagement across the enterprise customer portfolio.
Reporting to the VP of Customer Success, this role will lead a growing team of Customer Success professionals supporting hospitals, enterprise customers, and other high-value accounts in a regulated, mission-critical environment. This is a hands-on leadership role that blends strategic oversight with direct engagement, especially for escalations, renewals, and high-impact customer initiatives. The ideal candidate brings strong people leadership, operational rigor, and a customer-centric mindset, with a proven ability to build scalable programs while driving measurable outcomes such as retention, NRR, and customer satisfaction.
What You'll Lead & Own
The essential functions include, but are not limited to the following:
Customer Success Strategy & Business Outcomes
- Partner with the VP of CS to develop and execute a Customer Success strategy aligned to RDC's business goals and commitment to world-class service for hospitals and enterprise customers.
- Drive outcomes across retention, renewals, NRR, customer satisfaction, and customer growth.
- Use data-driven insights to identify risks early, proactively address challenges, and improve customer outcomes.
Drive Operational Excellence Across the Customer Lifecycle
- Build, implement, and continuously improve scalable Customer Success processes and playbooks that ensure consistent execution and customer experience.
- Own key lifecycle touchpoints, including onboarding execution, success plans, QBR/EBR processes, escalation workflows, and customer feedback mechanisms (usage, NPS, CSAT).
- Establish clear standards for documentation, internal communication, and lifecycle materials to ensure high-quality, repeatable execution.
- Own and lead the renewal process with a focus on high retention and strong forecasting discipline. Identify and drive opportunities for upselling and expansion through strong account planning and customer outcomes.
- Drive improvements across CS tools and systems (CRM + CS platforms), translating business needs into process and reporting enhancements that improve execution, visibility, and scalability.ss-functional priorities across Product,
Team Leadership & Development
- Lead and develop the Customer Success team through consistent coaching, accountability, and performance management.
- Build trust and credibility with experienced team members while reinforcing accountability and consistent execution.
- Lead hiring, onboarding, training, and development for the team, including establishing career paths, segmentation, and team structure
About You
- 7+ years of experience in Customer Success, Account Management, or relevant post-sale
- leadership roles, with 5+ years leading teams.
- Proven success driving retention, renewals, and expansion in a B2B, subscription-based environment.
- Experience leading teams through growth, change, or operational scaling.
- Proven ability to develop strategies, translate them into initiatives and track successful delivery.
- Strong operational mindset with experience building playbooks, KPIs, and execution cadences.
- Excellent communication skills, including executive-level customer and internal stakeholder engagement.
- Strong analytical skills with the ability to make data-driven decisions.
- Strong empathy for customers AND passion for revenue and growth.
- Leadership experience with the capacity to influence, experience in hiring, mentoring, training and motivating high performing teams.
- Willingness to travel occasionally as needed.
- BS degree or equivalent.
