Teams at Incision

Lead the US Customer Success and Implementation organization, overseeing retention, churn, expansion enablement, customer health, onboarding, implementation performance, KPI reporting, and operational scalability. Develop team leaders and senior CSMs, manage executive customer escalations, standardize processes, improve forecasting and automation, and align customer feedback with Product, Marketing, Sales, and company strategy.

Implement and guide rollout of the Incision Assist app in hospitals by training and supporting perioperative teams, creating and reviewing medical content, collecting customer feedback, and traveling internationally to ensure successful adoption and high customer satisfaction.

Lead Customer Success and Implementation across Benelux, UK, and MEA. Own retention, expansion, onboarding, adoption, and KPIs. Build scalable processes, coach regional leaders, manage escalations and executive customer relationships, and align customer feedback with product and commercial strategy.