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 leverage. Our account executives carry quota, and every hour spent rescuing an implementation is an hour not selling. You take that back - and you give them referenceable customers, clean expansion leads, and delivery commitments that hold.
• Every customer, and the judgment to delegate. You are the single accountable owner for the entire base, whether you touched an account personally or not. You will delegate execution to our support specialist and hand him more as he earns it - delegation is how you scale the work, not how you hand off responsibility for it.
• Process, tooling, and reporting. Kill single points of failure through runbooks, documented account histories, and cross-training. You will have a budget for the tooling this needs - helpdesk, customer success platform, project tracking - and you choose it. One weekly operating report to the CEO, including what is not going well.

REQUIREMENTS

• Five or more years in customer success, implementation or professional services, support, or business operations at a B2B software company - including at least two years leading people or owning a program end to end.
• A track record you can put numbers to: retention, NRR, time-to-go-live, SLA attainment, CSAT. You have owned a metric, not contributed to one.
• Exceptionally organized and proactive by disposition. Things do not fall through the cracks when you get busy. Comfortable with no playbook: you write it, follow it, then improve it.
• Still willing to be the player. This role runs the work directly - hands-on implementation, escalation, and renewals, not oversight only. Occasionally that means a late night before a Monday go-live; part of your job is keeping that the exception.
• Based in the United States, authorized to work here without sponsorship.

Strongly preferred

• Regulated-industry experience - blood or plasma, tissue, clinical lab, medical device, pharma, or cell and gene therapy - and familiarity with document control, CAPA, deviations, audits, 21 CFR Part 11, ISO 13485, AABB, CLIA or CAP. Validation (IQ/OQ/PQ) exposure is a plus.
• Experience as an early operations hire who built the function rather than inherited it.