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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