Director of Customer Success - UK / IL

About Ibex:

IBEX develops state-of-the-art artificial intelligence solutions for cancer diagnostics. Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.

IBEX is a well-funded start-up with global presence and headquarters in the USA and Israel.

Our world class team of researchers, engineers and medical experts is growing. If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people – Come join us!

About the Role:

As the Director of Customer Success, you will lead our efforts in supporting customers as they transition from sales prospects to active, successful users of Ibex products. You will oversee customer deployments, manage long-term relationships, and ensure clients derive optimal value from our solutions.

Working closely with both internal and external stakeholders, you will drive project execution and customer satisfaction. This is a high-impact, customer-facing role requiring exceptional communication skills, an analytical mindset, and a passion for navigating entrepreneurial healthcare environments.

Location: UK - Remote / IL - Hybrid 

Travel: Up to 25% 

In your role as Director of Customer Success at Ibex, you will:

• Team Leadership: Lead and manage the Customer Success team, providing guidance, mentorship, and support to ensure high performance and professional growth.

• Strategy & Execution: Own and drive the customer success strategy end-to-end, ensuring alignment with company objectives and customer needs.

• Trusted Advisory: Build strong relationships with customers, serving as a trusted advisor and ensuring successful adoption and ongoing value realization from the company’s solutions.

• Process Optimization: Drive continuous improvement of customer success workflows, methodologies, and KPIs to optimize customer experience, retention, and operational efficiency.

• Cross-Functional Collaboration: Partner closely with support, product development, sales, and implementation teams to address customer needs, manage escalations, and influence product direction.

• Health & Retention Metrics: Monitor customer health metrics, proactively identify risks and opportunities, and lead action plans to improve customer engagement, retention, and growth.

• Strategic Engagement: Lead business reviews (QBRs), success planning, and executive-level communications with enterprise healthcare clients. 

• Compliance: Ensure all customer success activities comply with relevant healthcare industry standards and data security requirements. 

• At least 5 years of experience in Customer Success, Account Management, or related customer-facing roles within a SaaS company 

• Experience in the medical device, digital pathology, or healthcare software industry is a strong advantage. 

• At least 2 years of proven experience managing, scaling and mentoring a customer-facing team.

• Fluency in German and English with excellent written and verbal communication skills is required.

• Proven track record of managing enterprise customer relationships and driving customer retention and expansion.

• Strong technical aptitude with the ability to understand and communicate complex product and workflow concepts.

• Experience building or improving customer success processes, metrics, and operational frameworks.

• Excellent interpersonal and stakeholder management skills, with the ability to collaborate effectively across teams and seniority levels.

*We are an equal opportunity employer and committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others.