Job Description
Join arenaflex, a pioneering company in the healthcare technology sector, as we embark on a mission to revolutionize breast cancer detection and treatment. We are seeking an exceptional Global VP of Customer Success to lead our customer-facing teams and drive the adoption of our innovative solutions globally. As a strategic, hands-on leader, you will define the operating model, enable channel partners, and serve as a key voice of the customer across Product, Engineering, and Commercial teams. **About arenaflex** arenaflex is a leading company that develops and markets cutting-edge breast image analysis and machine learning applications and services. Our product, Transpara, improves breast cancer survival rates by detecting cancers earlier, allowing for more effective and less invasive treatment. With a strong focus on clinical evidence and quality standards, we are committed to making a meaningful impact on global health. **Job Summary** As our Global VP of Customer Success, you will be responsible for ensuring smooth customer onboarding, driving adoption, strengthening retention, and scaling a CSM team that consistently delivers value globally across regions. You will lead, structure, and scale a global CSM team, including playbooks, tooling, reporting, and coaching to support high-, low-, and tech-touch models. You will also build frameworks to equip partners with the knowledge and tools to deliver consistent onboarding, service, and customer success. **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 **What We Offer** As a member of our team, you will have the opportunity to: • **Contribute to a mission-driven organization** that is making a meaningful impact on global health • **Work with a talented and ambitious team** that is passionate about innovation and customer success • **Develop your career** through challenging projects, mentorship, and opportunities for growth • **Enjoy a dynamic and fast-paced work environment** with a focus on collaboration and teamwork • **Benefit from a comprehensive compensation package**, including competitive salary, benefits, and perks **How to Apply** If you are a strategic, hands-on leader with a passion for customer success and a track record of delivering measurable outcomes, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to hearing from you! Apply Job! Apply for this job