Director of Customer Success and Strategy

Reports to: Group President, NA Commercial
Team: Customer Success Team (leader + senior individual contributors)

Operating Company: Censis Technologies

The opportunity

The Director, Customer Success is a senior, enterprise-facing leader responsible for protecting and expanding our customer base by elevating customer health, accelerating adoption, and driving retention and expansion outcomes. This role sets the strategy for the Customer Success motion and leads leaders to execute it—building the operating cadence, talent, tooling, and cross-functional alignment required to deliver measurable growth.

In this scope, the role carries accountability beyond a single team: you will work cross-company to identify systemic risks to customer health, remove friction in the customer lifecycle, and unlock opportunities that strengthen relationships and grow share across the portfolio. You will be a visible change agent—leading your organization through evolution in a fast-moving market and ensuring Customer Success remains a strategic lever in the overall North America commercial offense.

What you will do

• Own Customer Health + Commercial Outcomes: Lead Customer Success to deliver retention, renewals, expansion, adoption/usage, and customer advocacy outcomes—backed by clear KPIs, forecasting, and accountability.
• Set the CS Strategy for North America: Define the customer success strategy and operating model (segmentation, coverage, plays, lifecycle motions) that improves outcomes and scales with growth.
• Be a Cross-Company Connector: Partner across functions and operating companies to surface customer health risks, align on mitigation plans, and coordinate growth opportunities where our combined portfolio creates unique value.
• Create and Deliver NA Commercial Strategy: Serve as a strategic thought partner to the Group President, NA Commercial—bringing voice-of-customer insights, retention/expansion trends, and market signals to shape priorities, resource allocation, and go-to-market plans.
• Drive Change + Build the Future: Lead the team through change—clarifying the “why,” translating strategy into action, and building resilience and momentum as we evolve processes, systems, and expectations.
• Strengthen Customer Experience End-to-End: Collaborate closely with Customer Support, Sales, Product/Innovation, and Service to ensure customer needs are translated into roadmap inputs, improved experiences, and measurable value realization.
• Build Talent + Capability: Hire, develop, and enable the right talent for today and tomorrow—setting standards for performance, messaging, deal ownership, and executive presence.
• Operate with FBS: Use the Fortive Business System (FBS) to drive continuous improvement, simplify complexity, and create disciplined management routines and analytics that improve visibility and decision-making.
• Own Executive Relationships: Lead engagement with key partners and strategic accounts—ensuring trusted-advisor relationships and proactive risk/opportunity management.
• Know the Market: Maintain strong awareness of the competitive landscape and translate competitive insights into retention defenses and expansion plays.

Requirements & Capabilities

• Experience in healthcare is strongly preferred; ideally with exposure to Sterile Processing Department (SPD) environments and customer workflows.
• Proven track record of building customer advocacy, driving measurable retention and expansion, and serving as a trusted executive partner to customers.
• Demonstrated ability to lead and influence across multifunctional teams, aligning stakeholders toward shared customer and commercial outcomes.
• Strong followership and culture builder, with a history of leading through influence, fostering engagement, and embedding continuous improvement mindsets.
• Operationally strong and process-oriented, with the ability to design scalable solutions while maintaining rigor and consistency.
• Detail-oriented leader who balances strategic thinking with disciplined execution.

Experience working with customer success and commercial tools, including Salesforce (SFDC), Gainsight, and Excel; leveraging data to drive decisions is required.