Director, Customer Success, Polyphonic

Role Summary

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

Responsibilities

• Own the global CX operating system post-implementation‚Äîdefine ‚Äúwhat good looks like,‚Äù 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‚Äìdeliver 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 ‚Üí 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‚Äôs 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 ‚Äúdone-it-before‚Äù record‚Äîled 1+ end-to-end Customer Success transformations (build or rebuild) with quantified outcomes.
• Multi-altitude operator: equally effective in executive forums and hands-on 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

• Required: 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