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Head of Customer Success

Netherlands, Noord-Holland, AmsterdamCustomer Success

Job description

Incision is looking for an experienced Head of Customer Success who wants to impact surgical care worldwide!

About us

Incision (www.incision.care) is on a mission. We believe that everyone deserves the best surgical care, which is why we strive to become the global standard in surgical training and team performance. We help surgical teams to expand and share their skills and knowledge to make a global impact on surgical operations.

We are the leading go-to platform for and used by thousands of medical professionals worldwide. Incision Academy is a globally accredited and award-winning platform with both 2D and 3D e-learning modules for surgical professionals. We have also recently launched Incision Assist, a workflow and communication support product for the operating room.

Scaling up!

For scaling up our commercial activities globally, we are hiring for a seasoned Customer Success professional to lead the Customer Success strategy and team. Together with a growing team (currently 5) located in the Netherlands and the US you are responsible for the successful product implementations and usage growth amongst our Incisions customers, a number of hospitals, universities and nursing colleges primarily based across US, BeNeLux and UK.

We’re looking for someone who not only has experience in managing CS teams but someone who brings a track record in scale up environments, having set up processes, workflows and playbooks internally.

The team takes care of everything from implementation and onboarding of new customers, to training and relationship management to ensure optimal usage and retention. You have an entrepreneurial mindset, like to get your hands dirty and enjoy looking at and optimizing existing processes and preparing us to scale further and faster.

What you will be responsible for

  • Build a strong team responsible for onboarding of new customers and trials, defining program goals and oversee implementations and user training

  • Strategic alignment with management and other departments

  • Develop best practices for new customer onboarding and customer growth/renewal

  • Proactively manage multiple accounts to ensure customers’ success in adoption, renewal and overall satisfaction with Incision

  • Summarize and prioritize product and content feedback and requirements gathered from customer interactions, act as advocate for our customers with internal content production and product teams

  • Become an Incision product expert, educate customers on new features and services and identify upsell opportunities

  • Some travel for customer meetings or training

Job requirements

What you will bring & learn

  • 3-6 years of experience in a B2B SaaS (ideally in healthcare technology) customer-facing role in Customer Success or Account Management, or as (internal) consultant in a hospital environment;

  • Previous experience leading a team

  • Excellent problem solving skills in a data-driven manner, ability to translate data into actions

  • Highly organized with a strong sense of urgency to meet deadlines and get things done

  • Ability to be strategic yet roll up your sleeves to accomplish what needs to be done

  • Great interpersonal skills, team player and able to collaborate with an international team (a.o. Marketing, Product, Medical, Sales & Customer Support)

  • Results oriented with good analytical skills, able to work with a CRM system

  • A strong fit with an ever-changing scale-up environment and a fun member of our team

  • Business fluent in English and Dutch

  • You will learn and develop rapidly in an inspiring high energy team of health care entrepreneurs and medical / surgical professionals!


What you will get

  • A full-time job - 40 hours per week

  • A true scale-up mentality & atmosphere: we all work hard on services that will improve the world and provide development opportunities for talent!

  • A fun, energetic team that loves humor

  • Market standard package for a scale-up environment based on your experience

  • Working in our Amsterdam HQ (and remote)

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