Director of Customer Success

At Sirona Medical, we’re building software that enables physicians to work as fast as they can think.

Each year in the U.S., billions of patient images are captured—and nearly all of them are reviewed and diagnosed by radiologists. These specialists are the central hub of diagnostic medicine: over 80% of all healthcare data flows through radiology IT systems. Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients. That’s where Sirona comes in.

We’re a San Francisco-based, cloud-native software company with employees around the world. Our deep understanding of both the practice and business of radiology has allowed us to build RadOS—a unified, AI-powered operating system powering the entire radiology workflows.

Sirona is uniquely positioned to transform the way radiology is practiced. We're delivering the organizational shift that both individual radiologists and entire practices urgently need:

• A unified, intuitive, and platform-agnostic solution

• A streamlined workspace that makes every part of the radiologist’s workflow faster and easier

• The freedom to read from anywhere, for anyone

• Define the CS strategy for Sirona: engagement playbooks, customer health scoring, and success metrics
• Own the customer relationship post-go-live - retention, adoption, and expansion - for our existing customer base
• Partner with GTM/Sales during pre-close and implementation to ensure new customers are set up for a strong launch
• Foster alignment across Product, Implementations, Support, and Sales to deliver a unified customer experience
• Represent the customer voice in roadmap discussions and executive business reviews
• Own metrics such as NRR, renewal rate, and customer engagement dashboards
• Drive executive relationships with key accounts and strategic radiology partners
• Lay the groundwork (process, tooling, hiring plan) for a Customer Success team as the function scales

• Net Revenue Retention (NRR) and Renewal Rate
• Expansion conversion and advocacy metrics
• Customer satisfaction and health score trends
• Proactive issue resolution and escalation management

• 7+ years in Customer Success, Account Management, or related fields, ideally in SaaS delivered radiology PACS and reporting
• 3+ years of direct experience in radiology or imaging informatics, with a strong understanding of radiologist workflows, strongly preferred
• 2+ years of experience managing managers required. This role starts as an individual contributor but is expected to scale into a multi-layer team
• Proven track record building or maturing customer success programs from the ground up, comfortable operating without an existing team or established process
• Strategic mindset, strong operational rigor, and excellent communication and executive presence