Description:
Crisalix is the global leader in 3D imaging for aesthetic clinics, helping providers and patients visualize outcomes, make confident decisions, and drive real business growth. Our solutions enhance patient experience while enabling clinics to expand their business and increase revenues.
We are looking for a senior leader who combines strong Customer Success expertise with clear commercial ownership. This role requires someone who is highly focused on performance, measurement, and continuous improvement, using data and strong operational control to deliver measurable business impact.
Your Mission
You are accountable for retention, expansion, and recurring revenue growth across Crisalix’s customer base.
Your primary objectives are to:
- Drive predictable renewal, upsell, and cross-sell revenue
- Ensure every client delivers measurable ROI and business growth
- Build a high-performing, commercially disciplined Customer Success organization
- Partner closely with Sales on forecasting, pipeline, and growth strategy
You will embed a data-driven, performance-focused culture where customer success and revenue growth go hand in hand.
Revenue & Expansion Leadership
You will:
- Own renewal, upsell, and expansion revenue targets
- Build and manage a scalable post-sales revenue pipeline
- Lead strategic renewal and expansion negotiations
- Partner with Sales leadership on revenue planning and forecasting
- Coach CSMs to operate as commercial account managers
- Personally close key account expansion and renewal deals
You will also:
- Partner with clinics to drive business development and measurable revenue growth
- Ensure clients extract maximum value from the platform
- Identify and convert upsell and cross-sell opportunities
- Take responsibility for retention and renewals
- Manage key accounts directly and set high performance standards
- Continuously improve CRM, analytics, and reporting tools
Key Responsibilities
Strategic Leadership
- Own post-sales revenue performance, including renewals and expansion
- Define and execute the Customer Success strategy
- Own key metrics: ROI, adoption, retention, NPS, expansion, satisfaction, and time-to-value
- Ensure consistent high performance across the client base
Driving Client Value & Clinic Growth
- Manage select strategic accounts
- Ensure clients understand and achieve tangible business results
- Deliver regular ROI and performance reporting
- Drive upgrades and expansion based on real value
CRM & Technology Innovation
- Work with IT and Product to improve CRM and client tools
- Implement automation, analytics, and scalable workflows
- Use AI and data to improve visibility and early risk detection
Voice of the Customer
- Collect and analyze client feedback
- Develop structured success stories and internal insights
Cross-functional Collaboration
- Work closely with Sales, Product, and Marketing
- Align on revenue growth and customer engagement strategies
Executive Reporting
- Prepare regular performance reports and strategic recommendations
Success in This Role
- Clients clearly recognize the ROI and business impact of Crisalix
- Strong, measurable Customer Success culture
- High retention and growing recurring revenue
- Scalable and well-controlled CS operations
- Continuously improving standards and processes
- Aligned internal teams focused on client value and growth
About You
- Proven experience owning post-sales revenue and expansion targets in B2B SaaS or similar sectors
- Strong track record managing commercially driven CS or account teams
- Experience leading renewals, upsell, and complex negotiations
- Highly analytical and data-driven
- Strong CRM and systems background
- Experience with complex or third-party software onboarding
- Process-oriented with strong operational discipline
- Proven people leader
- Customer-focused and commercially minded
- Excellent communicator at executive level
Languages: Fluent English plus Portuguese or Spanish required. Other languages are a strong plus.