Director, Customer Success & Implementation

About Us:

VideaHealth is a cutting-edge AI-powered solution for dentistry, developed by a team of seasoned leaders, engineers, AI scientists, and clinicians spun out of MIT. Our vision is to be the first company to diagnose a billion people globally. Our product is already used by thousands of dental clinicians to improve the quality of care through faster diagnoses, increase operating efficiencies, and improved patient understanding.

About the Position:

VideaHealth is seeking a Director of Customer Success & Implementation to lead two high-impact functions: Customer Success and Implementation. This dual-role leader will be responsible for driving strategic adoption and change management across our customer base while ensuring the seamless technical implementation of VideaAI.

This position is ideal for a seasoned and creative leader who thrives in fast-paced SaaS environments, has a proven track record of guiding customers through change management processes, and is passionate about delivering real-world clinical and operational impact for dental organizations. You will play a critical role in accelerating product adoption and scaling our customer experience engine.

Key Responsibilities: 

Team Leadership & Development

• Lead and manage two cross-functional teams:

  • Customer Success Team – focused on clinical onboarding, change management, and long-term product adoption.

  • Implementation Team – responsible for technical discovery, VideaAI installation, and project management of all client deployments.

• Coach, mentor, and develop team leads and individual contributors to meet and exceed performance and adoption goals.

• Build scalable systems and playbooks for high-touch and tech-touch engagement models.

• Hire and onboard new team members to support growth and complexity across enterprise clients.

Change Management & Product Adoption

• Serve as the internal champion and thought leader for customer change management strategies that drive deep and sustained use of VideaAI.

• Partner closely with client clinical, operational, and IT teams to ensure high-impact onboarding and behavioral change.

• Develop and execute tailored adoption roadmaps that align customer workflows with the VideaAI platform.

• Use data and qualitative insights to measure adoption, uncover risks, and proactively intervene to course correct.

Customer Success & Retention

• Drive product adoption, client retention, satisfaction, and assist with expansion across VideaHealth’s customer portfolio

• Create success frameworks that ensure clinical outcomes and operational ROI for clients.

• Own executive relationships with key customers, becoming a trusted advisor in their AI transformation journey.

• Enhance the feedback loop with Marketing, Product and Engineering to ensure the voice of the customer is heard.

Operational Excellence

• Partner with cross-functional leadership (Sales, Product, Engineering, and Marketing) to optimize the end-to-end customer journey.

• Use tools like HubSpot, Tableau, and Jira to drive operational visibility and scale.

• Lead forecasting, resource allocation, and performance metrics tracking for both teams.

• Continuously refine implementation timelines, onboarding standards, and support models to meet evolving customer needs and market demands

Who You Are

• 6+ years of experience in Customer Success, Implementation, or Professional Services in a SaaS environment, with 3+ years in a leadership role, ideally at the Director level.

• Demonstrated success driving enterprise-scale product adoption and facilitating organizational change.

• Experienced in managing multiple cross-functional teams and complex customer lifecycles.

• Highly creative, strategic thinker with the ability to customize change management and onboarding approaches to diverse customer environments.

• Strong executive presence with exceptional communication, influencing, and presentation skills.

• Deep empathy for customers, balanced with a strong sense of accountability and operational excellence.

• Experience in healthcare, dental, or healthtech environments is a plus.

• Comfortable with fast-moving, ambiguous environments and able to lead through growth and change.

What We Offer: 

• Fast-paced and collaborative work culture in which you can gain experience, grow your technical skills and work on a wide v