Director, Customer Success, Polyphonic

Role Summary

The Director of Customer Success, Polyphonic leads the global, end-to-end post-implementation customer experience for Polyphonic—owning adoption, value realization, renewals, and loyalty across regions. This enterprise system-builder for Customer Success establishes the CX operating system (standards, playbooks, KPIs, cadence) used worldwide and ensures it delivers measurable outcomes for clinicians, operators, and patients. The leader is strategic and hands-on—sets direction, develops talent, and engages on critical escalations and enterprise-level projects. Location: Santa Clara, California, United States of America. Remote work within the United States is eligible.

Responsibilities

• Own the global CX operating system post-implementation—define “what good looks like,” govern journey standards, and publish reusable playbooks and change-management kits; localize for regional nuance.
• Install best-in-class KPIs and operating rhythm, publish dashboards and run weekly/monthly commit–deliver forums. Own the CX KPI taxonomy and ensure consistent dashboards and reporting across regions/functions.
• Work with Growth team to renew contracts and identify opportunities for upsell/cross-sell.
• Lead and develop the team: hire, coach, set bars, conduct reviews; provide functional supervision across regions.
• Executive relationship management: maintain C-suite/clinical/IT relationships; create open channels that yield actionable insight and accelerate outcomes.
• Voice of Customer → Product: convert VoC into shipped product/workflow improvements with Product, Engineering, Clinical/Medical Affairs, Commercial, Marketing/Education, Quality/Regulatory, and Security/Privacy.
• Enterprise programs & partnerships: identify and enable cross-region education frameworks, society/partner collaborations, initiatives, and journey harmonization that deliver end-customer benefit; define benefit hypotheses, success metrics, and publish results.
• Enterprise special projects: charter, resource, and deliver portfolio-scale initiatives.
• Risk/impact management & escalation ownership: run forecasts and scenarios, make cross-regional trade-offs, own program governance and budgets, and resolve issues quickly.

Qualifications

• Bachelor’s degree.
• 10+ years relevant experience across Customer Success / Customer Experience / adoption / program leadership for software, digital, or technology-enabled products (MedTech and healthcare experience preferred but not required).
• 5+ years people-management (direct + matrix): hiring, coaching, performance management, workload planning.
• Proven “done-it-before” record—led 1+ end-to-end Customer Success transformations with quantified outcomes.
• Multi-altitude operator: effective in executive forums and hands-on during day-to-day interactions.
• Global fluency: success operating across U.S./EMEA/APAC/LATAM and localizing standards/training.
• Executive-level communication; data-driven with KPI/dashboard fluency; converts ambiguity into a clear plan and closes loops quickly.
• Ability and willingness to travel up to 70% worldwide.

Skills

• Consulting
• Critical Thinking
• Cross-Functional Collaboration
• Customer Acquisition Strategy
• Customer Centricity
• Customer Journey Mapping
• Customer Relationship Management (CRM)
• Customer Retentions
• Customer Success Management (CSM)
• Fact-Based Decision Making
• Mentorship
• Performance Measurement
• Relationship Building
• Sales Enablement
• Sales Support
• Tactical Planning
• Technical Credibility

Education

• Bachelor’s degree.

Additional Requirements

• Ability and willingness to travel up to 70% worldwide.