Director of Customer Success

Director Of Customer Success

Our client, Xstrahl, is a global leader in the design and manufacture of Superficial Orthovoltage Medical X-ray Systems used in the treatment of cancers and dermatological disorders, with expertise extending to advanced X-ray systems for pre-clinical radiation biology research. With manufacturing facilities in the United States and the United Kingdom, an international network of distributors, more than 800 systems in the field, and roughly 55 new installations each year, Xstrahl is at the forefront of medical and scientific advancement, and its customers depend on it long after the sale closes.

They are hiring a full-time Director of Customer Success to own our entire customer-facing operating model: installation, training and commissioning, help desk, global field service, and service agreement renewals. You will lead a cross-functional team of approximately 20 people and work on-site in Duluth, GA alongside our senior leadership team.

This is a hands-on people-leadership role, not a manage-by-dashboard role. The strongest candidates have already sat in this exact seat, simultaneously leading Account Managers, Project Managers, a Help Desk, and a field service organization, and know how to build structure, coach engineers, and keep complex installations on schedule.

Team Leadership and Coaching

• Lead and coach a 20-person organization spanning Account Management (3 Account Managers), Project Management, Help Desk, Applications/Training, and Global Field Service (US ~7, UK/EU ~5).
• Run consistent 1:1s and performance conversations with every direct report; identify and close skill and capacity gaps before they become customer-facing problems.
• Build structured skill-development and career-progression paths for technical and field service staff.
• Develop management bench strength so the department does not depend on any one person's institutional knowledge.
• Own the performance of the Applications/Training team across commissioning support, customer software training, and post-install technical enablement.

Customer Lifecycle Ownership

• Own end-to-end order realization: installation, system upgrades, training, commissioning, and post-install service support, keeping the product lifecycle on schedule from signed sale through ongoing service.
• Own the full customer journey, including PM-led onboarding and installation, AM-led account health, warranty and PMI service delivery, and service agreement renewals.
• Ensure clean, single-owner handoffs at every stage: installation to account management, ticket intake to resolution, and service delivery to renewal.
• Own the commercial side of the service business, including pricing and terms for service contracts and renewals.

Service and Ticket Operations

• Build and run a full Help Desk function covering all product lines: ticket intake, categorization, routing to the right team, and status visibility from open to close.
• Own service-quality metrics such as ticket aging, response time, ownership concentration, and NPS as a standing operating scorecard.
• Oversee Planned Maintenance Inspection (PMI) scheduling and execution against contracted service agreements.
• Build the scheduling and resource-planning systems that allocate field engineers, plan PMI capacity, and coordinate install and service calendars globally.

Systems and Cross-Functional Partnership

• Run the department on CRM (Zoho or comparable), project management software (Zoho Projects or comparable), and FSM/timesheet tooling, tracking pipeline and renewals, install milestones, and ticket-to-resolution.
• Partner with Finance and Operations, applying working ERP knowledge to connect service and account data to order-to-cash, inventory, and financial reporting.
• Partner with Sales and Engineering/R&D on escalation paths for product design or manufacturing issues.

What You'll Bring

• Minimum 5 years in a Customer Success Manager or Director seat (or direct equivalent), with hands-on people-management responsibility for Account Managers, Project Managers, a help desk/ticketing function, and a field or technical service team, all at the same time.
• A demonstrated people-management and coaching track record leading a multi-function team through regular 1:1s, performance management, and skill development.
• Hands-on CRM proficiency (Zoho or a comparable platform) used to track account health, pipeline, and renewals directly.
• Hands-on project management software proficiency (Zoho Projects or a comparable platform) used to manage cross-functional install and onboarding timelines and dependencies.
• Working knowledge of ERP systems from a business-systems standpoint, with enough fluency to partner with Finance and Operations.
• Comfortable and effective operating at a senior-leadership level in an on-site role working directly with the executive team.
• Bachelor's degree required; advanced degree preferred.

Please note:

this role owns the performance of the Applications/Training team, but does not require your own hands-on applications or…