Senior Director, Customer Experience
Company Overview Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities. Understanding PROCEPT's Culture At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers. And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens. We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances. An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world! Company Overview Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. At PROCEPT, we put the patient first in everything we do and are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities. The Opportunity That Awaits You: PROCEPT BioRobotics is entering a pivotal stage of commercial scale, where customer success is no longer defined simply by system placement — but by how effectively we operationalize scalable commercial programs that accelerate adoption, utilization, and customer value realization across the installed base to drive long-term growth. We are seeking a strategic and operationally elite Senior Director of Customer Success to build and lead this capability globally. This is a highly visible executive role with direct influence on commercial performance, customer retention, utilization growth, launch excellence, and scalable operational transformation across the installed base. Reporting to the VP of Commercial Strategy \& Operations, this leader will architect and operationalize the company’s customer success strategy across the full customer lifecycle — from launch readiness and time-to-first-procedure through utilization acceleration, service transformation and long-term customer value realization. This role will initially lead the Field Service organization as a foundational customer operations capability while building the infrastructure, processes, operating rhythms, analytics, and cross-functional coordination required to accelerate and scale a world-class global service capability and service business infrastructure over time. Success in this role requires an exceptional systems thinker and operator who can translate strategic initiatives into repeatable operational programs with measurable business impact. The ideal candidate brings deep experience driving launch excellence, implementation scalability, utilization growth, and operational transformation within complex healthcare or medical technology environments. In addition to customer-facing operational leadership, this leader will champion enterprise-scale AI and intelligent automation initiatives across Commercial Strategy \& Operations, driving implementation of scalable RPA and AI-enabled workflows that measurably improve productivity, operational efficiency, customer insights, and decision-making. Successful solutions will establish the foundation for broader scalability across additional commercial functions. In the first year, this leader will be expected to operationalize several high-visibility strategic initiatives focused on reducing time-to-first-procedure, accelerating utilization ramp, improving installed base performance, scaling operational processes, and driving measurable improvements in customer and commercial outcomes globally. This is a rare opportunity to define and build a strategic customer success capability at one of the most innovative companies in surgical robotics — while directly shaping the future of customer outcomes, commercial scalability, and growth at PROCEPT. What Your Day-To-Day Will Involve: * Develop and execute PROCEPT’s global Customer Success strategy focused on customer value realization, launch excellence, utilization acceleration, retention, and expansion. * Lead and evolve scalable launch and implementation programs that improve operational readiness, reduce time-to-first-procedure, and accelerate procedural adoption across the installed base. * Build operational frameworks, governance models, and KPI infrastructure to monitor program health, customer outcomes, utilization ramp, adoption trends, and account performance. * Drive commercial retention and expansion outcomes through proactive customer engagement strategies, installed base analytics, executive relationship management, and value realization programs. * Partner cross-functionally with Sales, Commercial Marketing, Global Learning \& Development, Clinical Affairs, Product Management, and Commercial Operations teams to align customer success initiatives with broader commercial strategy and growth priorities. * Lead global Field Service operations through direct leadership of a Senior Manager overseeing Field Service Engineering, Technical Support, and Technical Product Support functions. * Design and implement scalable global service strategy that improves customer experience, operational efficiency, responsiveness, and field productivity while driving renewals * Establish executive operating rhythms, dashboards, and business review processes to identify customer risks, growth opportunities, operational bottlenecks, and performance trends. * Champion AI and intelligent automation initiatives across Commercial Operations, identifying opportunities to deploy RPA, workflow automation, and AI-enabled tools that drive measurable productivity and efficiency gains. * Lead implementation and operationalization of automation initiatives with demonstrated scalability and cross-functional applicability across commercial teams. * Develop the long-term organizational vision, operating model, and team structure for Customer Success globally. * Serve as a key strategic advisor and executive partner to Commercial leadership on customer health, operational scalability, utilization growth, and installed base performance. * Drive a culture of accountability, operational excellence, continuous improvement, and customer-centric execution across the organization. The Qualifications We Need You To Possess * Bachelor’s degree in Business, Engineering, Healthcare Administration, Life Sciences, or related discipline. * Minimum 12+ years of progressive leadership experience within medical device, healthcare technology, surgical robotics, or complex healthcare services environments. * Minimum 5+ years leading large-scale customer success, implementation, launch excellence, service operations, or customer experience organizations. * Demonstrated success building scalable operational programs that improved customer adoption, utilization growth, operational efficiency, retention, and customer outcomes. * Proven experience leading complex cross-functional strategic initiatives across Commercial, Service, Clinical, Operations, and Product organizations. * Experience developing KPI governance, operational dashboards, executive reporting, and scalable process infrastructure. * Strong executive communication and stakeholder management skills with demonstrated ability to influence senior leadership and cross-functional partners. * Experience leading organizational transformation and operational change management initiatives within high-growth environments. The Qualifications We Would Like You To Possess * MBA or advanced degree preferred. * Experience within high-growth surgical robotics or capital medical equipment environments strongly preferred. * Experience leading launch excellence, implementation strategy, utilization acceleration, or installed base optimization initiatives at scale. * Experience implementing AI, workflow automation, RPA, or digital transformation initiatives within commercial or operational organizations. * Demonstrated success managing globally distributed teams and operational functions. * Experience working with enterprise health systems and complex hospital environments. * Strong analytical, operational, and systems-thinking orientation. * Hybrid role with approximately 10–20% travel as business needs require. COMPANY CULTURE Understanding PROCEPT's Culture At PROCEPT , we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At PROCEPT, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers. And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in PROCEPT’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens. We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At PROCEPT, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances. An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world! BENEFITS OF WORKING AT PROCEPT! PROCEPT’s health and wellness benefits for employees are second to none in the industry. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a comprehensive benefits package that includes full medical coverage, wellness programs, on-site gym, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, flexible or paid time off, paid parental leave, paid holidays, and many more! EQUAL EMPLOYMENT OPPORTUNITY STATEMENT PROCEPT BioRobotics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization. PAY RANGE TRANSPARENCY PROCEPT is committed to fair and equitable compensation practices. The pay range(s) for this role represents a base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, PROCEPT utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above. WORK ENVIRONMENT We’ll provide you training for, and ask you to maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance. We would also ask you to understand and adhere to the PROCEPT BioRobotics Quality \& EHS policies. PROCEPT BioRobotics – Applicant Privacy Notice When you submit an application on this site, PROCEPT BioRobotics collects the personal information you provide. This may include your name, email address, phone number, résumé or CV, LinkedIn profile, and any optional demographic information you choose to share, such as gender or ethnicity. We use this information to review your application and assess your suitability for the role. To learn more about how we handle personal information, including your rights under applicable privacy regulations, please read our full Privacy Notice at: [ Privacy Policy ] . Pay Range For This Role: $239,120 to $281,320