Arbetsbeskrivning

About our organisation

Surgical Science is a global organization and leading provider of medical training simulations and software solutions. Together with healthcare partners and customers in more than 90 countries, we enhance patient safety and healthcare outcomes through evidence-based, state-of-the-art simulation technology that improves clinical proficiency and performance — enabling safe and effective training without putting patients at risk. Our solutions are used by medical training centers, universities, hospitals, and the medical device industry for practice, assessment, and certification.

The Role

The Director of Customer Success will be pivotal in driving our organization’s growth, efficiency, and customer-centricity. Reporting to the Head of Customer Services, this leader will oversee a global team focused on driving adoption, learning, and renewal throughout the customer lifecycle.

As the head of Surgical Science’s newly established Customer Success function, this leader will ensure customers realize measurable value from our solutions, achieve their intended outcomes, and become long-term advocates for our company. This leader will design and implement a scalable Global Customer Success framework, while also be engaged in practical Customer Success activities, across the Americas, EMEA, and APAC.

We’re seeking an operational, hands-on, leader with proven experience in customer success, subscription/recurring revenue models, ideally in MedTech or adjacent technology sectors. The Director will build a high-performing team, implement best practices, and align the function with Surgical Science’s growth strategy.

Location: Gothenburg or Stockholm

KEY RESPONSIBILITIES

This role is ideal if you enjoy being hands-on, engaging directly with customers, and leading a small team. You’ll start by strengthening the foundations and improving existing processes, then play a pivotal role in scaling this function into a high-impact area of the business.

Operational Excellence (50%)

• Define and implement KPIs and success metrics to measure customer health, value realization, and business impact.
• Lead initiatives to improve customer lifecycle management, including onboarding efficiency, learning adoption, and renewal processes.
• Standardize tools, systems, and processes globally, ensuring scalability and operational consistency.

Customer Value & Adoption (20%)

• Drive product adoption, effective usage, and measurable customer outcomes across the global customer base.
• Develop success metrics, playbooks, and customer journeys that span onboarding, training, early use, growth, renewal, and expansion.
• Establish systematic feedback loops to capture customer insights and translate them into actionable improvements in products, services, and engagement.
• Directly engage in Customer Success activities to ensure customer impact.

Revenue & Growth (15%)

• Collaborate with regional sales leaders to drive retention, upsell, and cross-sell opportunities through Customer Success initiatives.
• Support the company’s transition toward recurring revenue models by embedding value-driven usage into renewals and expansions.
• Partner with Finance and CRO on forecasting, pricing models, and customer success ROI tracking.

Strategy & Leadership (10%)

• Define and execute the global Customer Success vision, strategy, and operating model in line with the company’s transformation goals.
• Build, lead, and scale a high-impact global Customer Success team by integrating select roles into the new function.
• Partner closely with Sales, Service, and Product Development to ensure a unified “One Company” approach to customer engagement.

Change Management & Enablement (5%)

• Act as a key change leader in Surgical Science’s customer-centric transformation, enabling the shift from service-driven support to outcome-driven success.
• Train internal teams and educate customers on best practices, ensuring alignment with Surgical Science’s strategic framework.
• Champion a culture of customer advocacy, ensuring the “voice of the customer” shapes business priorities.

What You Bring

• 10+ years of professional experience, including 5+ in senior Customer Success or related leadership roles
• Bachelor’s degree in business, healthcare, engineering, or related field (MBA or equivalent preferred)
• Proven success in building and scaling global Customer Success functions within MedTech, healthcare technology, or other B2B industries with complex, high-value technologies.
• Expertise in customer lifecycle management, and data-driven success metrics/reporting frameworks
• Skilled at leading multicultural, cross-regional teams and collaborating effectively across functions, with strong people development and leadership capabilities
• Excellent communicator with proven ability to influence stakeholders at the C-suite level; strong presentation, facilitation, and negotiation skills
• Operational and execution-focused leader with a customer-centric mindset and passion for delivering measurable value
• Fluent in English (written and spoken); proficiency in other major languages a plus
• Flexibility to travel frequently across the Americas, EMEA, and APAC

Nice to have

• Experience in subscription/recurring revenue models

Surgical Science as an employer

We are a global and continuously expanding organization. You will be part of a dynamic, creative environment where we make sure to make room for all employees to influence and contribute with their own unique experiences and knowledge. Guided by our core values — curiosity, respect, and perseverance — we strive to empower our people by recognizing their strengths, supporting their growth, and creating opportunities to make a real impact. We invite you to join us on this exciting and meaningful journey — to shape the future of medical training and improve care for patients around the world.