Emily McIlwain
@emilymcilwain
Director of Customer Success, 15 years| Medical Device & SaaS | $45M ARR | 170% NRR
United StatesWhat I'm looking for
I am a revenue-focused Customer Success Executive with over 15 years of experience building and scaling high-performing post-sales, implementation, and revenue operations across the MedTech and enterprise B2B SaaS sectors. Throughout my career, my north star has been simple: aligning deep product adoption with clear clinical and business workflows to turn customer retention into a predictable engine for growth.
I specialize in managing complex, high-stakes portfolios (up to $45M ARR) across enterprise hospital systems, Integrated Delivery Networks (IDNs), and international distribution channels. By leveraging a data-driven approach to customer health scoring and predictive playbooks, I have consistently driven Net Revenue Retention (NRR) above 120%, with historical peaks reaching 170%, while sustaining gross logo retention at 98%.
As a "player-coach" leader, I take pride in building multi-layered, cross-functional teams spanning CSMs, clinical implementation specialists, sales ops, and technical support. I am also deeply passionate about operational efficiency, with hands-on experience designing AI-enhanced self-service support infrastructures that reduce ticket volume while elevating resolution quality.
Experience
Work history, roles, and key accomplishments
Director of Customer Success and Operations
EXO Imaging
May 2022 - Jun 2026 (4 years 1 month)
Built the Customer Success function from an individual contributor role into a 12-person remote post-sales organization. Directed a $45M ARR book of business across enterprise hospital networks and IDNs.
Director of Customer Success
GoodUnited
Dec 2020 - Apr 2022 (1 year 4 months)
Built and scaled a multi-layered Customer Success department encompassing CSMs, Project Managers, and Senior Department Leaders. Accelerated Net Revenue Retention to 145% and managed top enterprise accounts.
Manager of Customer Success
SmartLinx
Mar 2016 - Dec 2020 (4 years 9 months)
Promoted from Customer Support Specialist to scale a remote enterprise Customer Success team from 2 to 7 CSMs. Achieved a 122% Net Revenue Retention rate and improved CSAT scores from 88% to 96%.
Customer Success Department Manager
AAP
Sep 2011 - Dec 2015 (4 years 3 months)
Overhauled inner-department metrics and workflows to lift client retention from 93% to 99.4% across a 1,200+ client footprint. Advised 200+ employer clients on ACA compliance and benefits/tax reporting.
Managed the market's highest-volume retail branch with a $22M portfolio, leading a team of 11 to achieve the 2nd-highest audit results in the state.
Education
Degrees, certifications, and relevant coursework
University of Northern Colorado
Bachelor of Arts, Communication
Bachelor of Arts in Communication with a concentration in Business from the University of Northern Colorado.
Availability
Location
United StatesAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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