Director of Customer Success

Director of Customer Success

Location:

Austin, TX area preferred | Open to Hybrid / Remote (U.S.

-based)

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, Q /E  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.

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.

Own and Exceed Key Performance Metrics

• Establish and drive a performance operating cadence across the team (weekly reporting, forecasting, escalations, and priority tracking).

• 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 to the VP of Customer Success.

Customer Advocacy & Executive Engagement

• Represent the voice of the customer internally, influencing cross-functional priorities across Product, Operations, Sales, Support, and Marketing.

• Lead operational execution of strategic onboarding and enterprise programs, ensuring deliverables are delivered on time, with accuracy and minimal executive intervention.

• Serve as the senior escalation point for RDC's strategic and complex customer accounts.

• Partner with Marketing to develop customer success stories and case studies that highlight measurable impact.

Lead…