Director, Customer Success & Professional Services | USA

Director, Customer Success & Professional Services

Remote | USA

THE ROLE

Kintavo builds an AI-powered electronic quality management system (eQMS) for organizations under FDA, ISO, AABB, CLIA and CAP scrutiny - blood centers, tissue banks, clinical labs, medical device, pharma, and cell and gene therapy. We have been at this since 2005.

This is a player-coach role, and we mean it literally.

*You are accountable for every customer we have, and you will run implementations and escalations with your own hands while you build the process and develop the one person on your team - roughly two-thirds doing the work, one-third designing how it gets done, shifting toward the latter as the team grows. If you want a role where you set direction and hand all execution to a team, this is not it.*

WHAT YOU'LL OWN

• Onboarding and delivery. Take every closed deal with a structured handoff, kick off within five business days, and run implementation to our 30 - 90 day standard - configuration, data and SOP migration, validation support, training, go-live. Turn one-off projects into templates.
• Customer success and support. Own adoption, open issues, and executive relationships across the base. Run a real support desk - severity levels, response SLAs, a documented escalation path, and coverage that survives one person being offline -on a QBR cadence customers can count on.
• Proactive risk detection. Build an early-warning system from usage, ticket severity, sponsor engagement, and time since last contact - reviewed weekly, not quarterly, with a live risk register behind it. A quiet champion or a stalled rollout is something you catch in week three, not at the renewal call.
• Renewals. Own the calendar and work every renewal at least 120 days out, armed with documented value delivered. Nothing gets negotiated in the final two weeks. Surface expansion signals and hand qualified upsell to sales.
• **Sales lev