[Remote] Director of Customer Success

Note: The job is a remote job and is open to candidates in USA. DAWONMEDAX is seeking an experienced Director of Customer Success to develop and implement their customer success strategy. The role involves managing customer relationships, improving satisfaction and retention, and driving business growth through effective customer engagement and support.ResponsibilitiesResponsible for the daily management and overall planning of the company's Customer Success DepartmentDevelop and implement customer success strategies to improve customer satisfaction and loyaltyBuild and maintain long-term, stable customer relationships, and gain a deep understanding of customer needsSupervise customer onboarding, training, implementation, and ongoing supportDrive customer renewals, upsells, and the development of long-term cooperation opportunitiesIdentify customer risks promptly and develop effective solutionsCollect customer feedback and maintain close collaboration with the product, sales, marketing, and technology teamsEstablish and optimize customer success processes and management systemsMonitor customer success-related metrics and continuously improve team performanceResponsible for the management, guidance, and training of the customer success teamComplete other related tasks assigned by the companySkillsBachelor's degree or above10+ years of experience in customer service, customer success, customer relationship management, or related fields5+ years of team management experienceFamiliar with customer lifecycle management and customer success operation systemsExcellent communication, coordination, and customer relationship management skillsStrong data analysis and problem-solving abilitiesAble to independently drive projects and achieve goalsProficient in office software and CRM systemsExperience in customer management within the medical device, medical technology, or related industriesExperience in building and optimizing customer success systems and processesFamiliar with CRM systems and customer management toolsExcellent business communication and customer relationship maintenance skillsExperience in cross-departmental collaboration and project managementAble to work efficiently in a fast-paced environmentExperience in team building, talent development, and performance managementStrong data analysis and problem-solving abilitiesCompany OverviewRevolutionizing Cancer Treatment with BNCT We develop the complete BNCT ecosystem—medical devices (software, accelerators) and boron drugs—to bring cutting-edge neutron capture therapy to patients. It was founded in 2015, and is headquartered in Incheon, KR, with a workforce of 51-200. Its website is https://www.dawonmedax.com.