About Incision
Operating rooms are under pressure. Staffing shortages, increasing procedural complexity, and growing demand for care make it harder than ever for hospitals to keep perioperative teams prepared and supported.
At Incision, we help hospitals improve how perioperative teams access knowledge, learn, and perform. Incision Assist helps surgical teams work with greater confidence and consistency by providing instant access to the information they need before and during procedures. Through MySPD and Academy, we support sterile processing and perioperative professionals with practical, accredited education that strengthens knowledge and performance across the surgical pathway.
Today, hospitals in more than 20 countries use Incision to onboard staff faster, preserve critical knowledge, strengthen team collaboration, and improve operational performance.
Working at Incision
Impact & Quality: We strive for innovation and excellence in everything we do.
Learning & Growing: We share knowledge, learn from one another, and continuously develop ourselves.
Collaboration: We work together, support each other, and celebrate our successes as one team.
Why we're hiring
We are entering an exciting new phase of growth. As adoption of Incision Assist accelerates, we are investing heavily in product innovation, AI-powered knowledge delivery, and expanding our commercial presence in one of the world's most competitive healthcare technology markets.
Your Role
As Head of Customer Success – EMEA, you are responsible for the overall performance, structure, and strategic direction of the Customer Success function across Benelux, UK, and MEA.
You will lead regional Customer Success and Implementation teams through local team leads and senior CSMs, ensuring consistent execution, predictable retention, high product adoption, and scalable onboarding practices.
You are accountable for retention, expansion enablement, customer health, operational efficiency, and the development of a high-performing Customer Success organization aligned with company objectives.
You will operate as a member of the senior leadership layer, translating company strategy into regional execution while ensuring customer feedback meaningfully shapes product, commercial, and operational decisions.
Responsabilities
Regional Leadership & Organizational Development
Lead and develop the Customer Success function across Benelux, UK, and MEA, including Customer Success Managers and Implementation Specialists
Coach and develop regional team leads and senior CSMs to ensure strong second-line leadership
Design a scalable team structure aligned with growth targets and regional maturity
Drive hiring, onboarding, capability development, and performance culture across the region
Retention, Growth & Commercial Accountability
Own gross retention and churn targets
Partner closely with Sales to ensure smooth handovers and expansion alignment
Establish structured account planning processes for key strategic accounts
Identify churn risks early and ensure structured mitigation plans are executed
Implementation Excellence & Operational Rigor
Ensure predictable, efficient implementations with clear timelines, scope control, and cost awareness
Standardize onboarding processes across regions while allowing necessary local adaptation
Monitor and improve metrics including time-to-go-live, implementation margin, and customer readiness
Drive structured change management approaches tailored to healthcare institutions
Performance Management & KPI Ownership
Define and track clear regional KPIs including:
Customer Satisfaction (CSAT)
Product adoption and usage depth
Retention and churn
Implementation duration and cost control
Establish a consistent health scoring methodology across regions
Deliver accurate forecasting and performance reporting to executive leadership
Escalation & Executive Customer Engagement
Act as executive escalation point for high-impact or strategic accounts
Maintain direct relationships with key customers
Support complex renewals, risk accounts, and politically sensitive situations
Process Standardization & Scalability
Identify structural inefficiencies and implement scalable best practices
Ensure documentation, playbooks, and operating models are standardized
Drive automation and tooling improvements where appropriate
Build repeatable frameworks rather than reactive solutions
Cross-Functional Strategic Alignment
Serve as the structured voice of the EMEA customer toward Product, Marketing, and Sales
Ensure feedback loops are prioritized, data-driven, and commercially relevant
Align customer success strategies with company-wide growth and product roadmap initiatives
Scope of Responsibility
Regions: Benelux, UK, MEA
Full ownership of Customer Success and Implementation performance within EMEA
Leadership of multiple team leads and/or senior CSMs
Executive-level reporting and forecasting responsibility
You'll bring
Proven Regional Leader
You have experience leading multi-country Customer Success or Service organizations. You understand regional nuance without compromising operational consistency.
Commercially Accountable
You are comfortable owning retention targets and understand how Customer Success drives revenue protection and expansion. You think in terms of margins, scalability, and long-term value.
Operationally Strong
You build structure. You create clarity. You reduce chaos. You know how to design processes that scale across countries without slowing the organization down.
Strategic Thinker
You operate beyond firefighting. You anticipate risks, identify structural gaps, and build long-term solutions.
Executive Communicator
You can influence senior hospital stakeholders and internal leadership alike. You communicate clearly, directly, and with authority.
Healthcare & SaaS Experience
7+ years in Customer Success, Implementation, or similar roles
3+ years in a leadership role
Experience in healthcare technology or complex B2B SaaS environments
Familiarity with multi-country operations preferred
Adaptable & Resilient
You operate effectively in fast-growing, resource-constrained environments and make pragmatic trade-offs when necessary.
What We Offer
The opportunity to make a meaningful impact on the future of healthcare.
A role within a fast-growing international healthtech scale-up.
Collaboration with an ambitious international team working at the intersection of healthcare, technology, and education.
Learning & Development: access training, courses, and growth opportunities.
A diverse and inclusive workplace where everyone is valued and empowered to thrive.
Professional development opportunities, with room for continuous learning, training, and career growth.
A modern workplace, including a laptop and home office equipment.
A pension plan, commuting allowance, and access to OpenUp.
Regular team activities, knowledge-sharing sessions, and social events.
Competitive compensation, including an attractive bonus scheme.
