SUMMARY OF ROLE : Element Science is a leading medical device company dedicated to revolutionizing healthcare through innovative and life-changing technologies. As we embark on a new phase of growth, we are seeking a dynamic and experienced professional to join our team as the Director of Customer Success. This role presents a unique opportunity to build the customer service, team from the ground up, contributing to the success of our groundbreaking defibrillator as we prepare to commercialize.

The Director of Customer Success will establish our first product’s commercial support infrastructure including systems, structure, protocols, and customer interactions at Element Science. This individual will be responsible for establishing and developing a world-class team that ensures an exceptional customer experience for our clients, healthcare professionals, and patients.

This is a hybrid role based out of our office in Redwood City, CA.

RESPONSIBILITIES: Customer Experience Management: Establish and maintain strong relationships with key customers, including patients, their caregivers, and healthcare providers, with an emphasis on understanding and empathizing with their needs and expectations. Implement customer/patient feedback mechanisms and use data to help drive improvements in products and services. Drive daily case management success from detection to resolution and dissatisfaction issues for customer/patient accounts leading to ongoing enhanced experiences.

Team and Infrastructure Optimization: Design and implement customer service, field clinical, and commercial operations processes and workflows to maximize efficiency, responsiveness and revenue. Collaborate with other departments (Engineering, Product, Sales, Marketing and Clinical teams) to integrate teams into the overall business processes. Implement and leverage technology solutions (CRM) to enhance customer service capabilities. Work closely with Sales and Product leadership to build cross-functional alignment around sales planning, forecasting, and performance analytics.

Team Building and Leadership: Recruit, train, and mentor a high-performing customer service team. Foster a positive and collaborative team culture, emphasizing a commitment to excellence and customer satisfaction. Develop and implement performance metrics to drive continuous improvement and achieve service level objectives. Collaborate closely with cross-functional teams, including Marketing, Operations, R&D, Regulatory Affairs, Commercial and Sales partners, to ensure seamless coordination and communication in preparation for commercial launch.

Strategy and Planning: Collaborate with cross-functional teams to develop a comprehensive customer success strategy aligned with the company's overall goals. Partner with Commercial staff to ensure the successful launch and ongoing support of the Jewel Patch Wearable Defibrillator in the market. Identify and implement innovative solutions to enhance customer success efficiency and effectiveness.

Compliance and Quality Assurance: Ensure adherence to regulatory requirements and industry standards. Implement quality assurance measures to guarantee the accuracy and effectiveness of customer interactions. QUALIFICATIONS: Bachelor’s degree in business, healthcare administration, scientific discipline or a related field (advanced degree preferred).

A minimum of 8-10 years of relevant experience in customer success, with 5+ years managerial experience preferably within the medical device industry or life sciences.

Lead Support operations and measure success through customer support metrics and KPIs.

Experience in launching and commercializing medical devices is a plus, especially within commercial organizations focused on Durable Medical Equipment (DME) or cardiovascular products.

Proficient in utilizing customer relationship management (SalesForce) tools and other relevant technologies (MS Suite, Google Suite).

Outstanding interpersonal, team management, coaching, and mentoring skills.

Exceptional written and verbal communication/presentation skills necessary to meet the needs of various audiences.

Strong strategic thinking and analytical skills with ability to problem solve and use good judgement. BENEFITS:

Element Science offers a very competitive salary and benefits package including, but not limited to: Stock Options

90% employer-paid medical, dental, and vision insurance

Company-paid Basic Life Insurance

401(k) retirement plan (Traditional and Roth)

Competitive Paid Time Off

Paid Holidays

FSA (Flexible Spending Accounts)

HSA (Health Savings Account)

Employee Assistance Program through PEO The salary for this exempt-level position will be based on experience and qualifications within an established pay range. Pay range: $190,000 - $210,000