JOB DETAILS

Director of Customer Success (Medical Devices/Healthcare)

CompanyIronRod Health
LocationPhoenix
Work ModeOn Site
PostedApril 7, 2026
About The Company
Remote diagnostics are the future of healthcare. In cardiology, technology-enabled devices now allow providers to detect and treat many dangerous conditions before more serious problems can occur. The potential benefits are enormous, but require a whole new approach to ongoing device service. Legacy service models, lacking in efficiency, alignment and accountability, simply aren’t good enough anymore. Managed Device Service from IronRod Health is different. We offer a simple promise: better care with lower costs. Our local partners and device specialists help manage and integrate all aspects of patient education, in-clinic device checks, remote monitoring, reporting and billing, saving time and eliminating hassles for physicians and staff alike. And we enable lower costs for both providers and manufacturers through a combination of local implant consultants, staff training and technology. The end result is unparalleled continuity of care, greater efficiency and better financial results. Don't go it alone. Experience the difference that a specialized partner can make. • Experienced local partners that are aligned with your success • Full- or part-time device specialists dedicated to your clinic • Specialized technology and full-spectrum remote support • Coverage for all devices, from every manufacturer • Ability to reduce cardiac device spending • Professional training for your existing team ​
About the Role

Description

Company Overview:


IronRod Health, a leading cardiac device service provider, offers unparalleled healthcare solutions in the ever-evolving industry. Our suite of services includes patient education, device assessments, emergency response, remote monitoring, and billing. We champion healthcare entities across the country, ensuring optimal care, efficiency, and financial success.


Position Overview:


We're in search of a Director of Customer Success to enhance operational efficiency and boost customer satisfaction. This role entails overseeing the implementation process, supervising account managers, and leveraging opportunities for growth.


Key Responsibilities:


  • Implementation Oversight: Lead the implementation process, working hand-in-hand with teams to ensure a smooth experience for our customers.
  • Account Management Coordination: Guide a team of account managers to enhance customer satisfaction. Oversee renewals and pinpoint cross-sell and upsell opportunities.
  • Expansion Opportunities: Identify and seize expansion opportunities within existing accounts, working with account managers to bolster revenue.
  • Field Clinical Representatives Coordination: Manage Field Clinical Representatives, ensuring effective resolution of in-clinic issues and maintaining customer satisfaction.
  • Stakeholder Collaboration: Partner with teams across Sales, Marketing, Product, and Engineering to synchronize Customer Success efforts with company goals. Offer insights to refine operational processes.
  • Customer Engagement: Build robust customer relationships, serving as a trusted advisor and go-to for escalations. Provide strategic guidance to teams for effective account management.

Requirements

Education:


  • Bachelor’s degree in business, healthcare, or a related field preferred.


Experience:


  • Minimum 5 years of experience managing Customer Success teams, with a strong track record in customer engagement techniques and renewal processes.
  • At least 5 years of experience in the SaaS industry, including guiding early-stage companies and improving customer satisfaction.
  • Comprehensive knowledge of healthcare workflows, gained through hands-on experience in related fields such as sales or medical administration.


Skills and Competencies:


  • Exceptional leadership and communication skills, with the ability to inspire and motivate teams toward shared objectives.
  • Demonstrated success in improving operational efficiency, including analytical thinking, strategic planning, and problem-solving.
  • Ability to adapt to changing business priorities, manage uncertainty, and collaborate effectively with diverse stakeholders.
  • Proven expertise in optimizing team processes and executing impactful projects efficiently.


Travel:


  • Travel may be required based on business needs.
Key Skills
Customer Success ManagementTeam LeadershipAccount ManagementHealthcare Workflow KnowledgeOperational EfficiencyStrategic PlanningCross-functional CollaborationSaaS Industry ExperienceRenewal ManagementUpsellingCross-sellingClinical Issue ResolutionStakeholder ManagementAnalytical ThinkingProblem SolvingCommunication Skills
Categories
Management & LeadershipCustomer Service & SupportHealthcareSoftwareSales
Job Information
📋Core Responsibilities
The Director of Customer Success will lead implementation processes and oversee a team of account managers to drive customer satisfaction and revenue growth. They will also manage Field Clinical Representatives and collaborate with cross-functional teams to align customer success efforts with company objectives.
📋Job Type
full time
📊Experience Level
5-10
💼Company Size
87
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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