Global VP of Customer Success - USA based
We are looking for a Global VP of Customer Success, that will ensure smooth customer onboarding (including technical deployment), drive adoption, strengthen retention, and scale a CSM team that consistently delivers value globally across regions. You are a strategic, hands-on leader, defining the operating model, enabling channel partners, and serving as a key voice of the customer across Product, Engineering and Commercial teams. Key responsibilities:
- Onboarding & implementation: Ensure timely and high-quality onboarding, including technical installations, system configurations, and training, both direct and through partners.
- Customer Success strategy: Develop and execute a global customer success strategy that drives adoption, satisfaction, and long-term value across geographies and customer segments.
- Team leadership: Lead, structure, and scale a global CSM team (currently 7 FTE), including playbooks, tooling, reporting, and coaching to support high-, low-, and tech-touch models.
- Partner enablement: Build frameworks to equip partners with the knowledge and tools to deliver consistent onboarding, service, and customer success.
- Retention & expansion: Own the customer lifecycle strategy, with focus on retention, renewals, and expansion of ARR, in close collaboration with Sales and Marketing.
- Cross-functional collaboration: Act as a strategic connector between customers and internal teams, channeling insights into the Product, Clinical, and Engineering roadmaps.
- Operational visibility: Define and track key metrics (e.g., install status, time-to-value, support escalations) to drive transparency, accountability, and continuous improvement.
Job requirements You bring an entrepreneurial mindset and a strong sense of ownership, and have a track record of building high-impact alliances and deep expertise in scaling global customer success functions. You are passionate about driving measurable outcomes and have the leadership to inspire cross-functional teams around a shared vision of customer value. Furthermore, you have:
- 5+ years of experience in Customer Success or post-sales leadership experience
- Proven success scaling CSM teams in a SaaS, MedTech, or HealthTech environment
- Demonstrated success leading global teams and supporting international customer bases across regions and cultures
- Track record of delivering measurable impact through NPS improvement, retention gains, and ARR growth
- Skilled in building scalable processes, playbooks, and systems to support rapid growth
- Strong understanding of enterprise and partner-led customer lifecycles
- Strategic thinker with a hands-on, collaborative leadership style and operational discipline
Preferred qualifications
- Experience in digital mammography workflows and radiology IT environments
- Familiarity with DICOM standards and clinical use of PACS, including setup, configuration, and troubleshooting in clinical settings
- Knowledge of breast cancer screening or diagnostic imaging workflows
- Background working with AI-enabled medical technologies or decision support tools
About us ScreenPoint Medical is a leading company that develops and markets breast image analysis and cutting edge machine learning applications and services. Our product Transpara improves breast cancer survival rates by detecting cancers earlier so that treatment can be more effective and less invasive. Our product is developed with the highest quality standards and always backed with clinical evidence data. Do you want to help us build an innovative solution to improve health worldwide? And do you want to be part of an ambitious and fast-growing team that helps you develop your career further? Please apply using the application button. Providing a Certificate of Conduct (VOG) or background check is part of our application procedure. Questions about the contents of the vacancy or the recruitment process at ScreenPoint Medical? Please send an email to [email protected]. Apply Job! Apply to this Job