Customer Success Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish the strategic vision for customer success throughout the organization, outlining engagement models, success metrics, and frameworks for the client lifecycle.

• Cultivate relationships with the most crucial clients, personally engaging at the executive level regarding program direction, escalations, and growth opportunities.

• Oversee the design and ongoing enhancement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention strategies.

• Collaborate with sales, clinical, and product leaders to ensure customer success strategy aligns with enterprise commercial and product objectives.

• Assess and promote the adoption of technology and tools that enhance customer success capabilities across the team.

• Lead customer success professionals by setting quality standards, establishing team expectations, and fostering functional expertise.

• Analyze portfolio-level performance data to provide insights to senior leadership regarding client satisfaction, retention risks, and opportunities for expansion.

⛳️ Requirements

• A bachelor's degree is required; a minimum of 12 years of experience in customer success strategy or enterprise account leadership within healthcare or health technology is necessary.

• Extensive experience in designing and scaling customer success programs with direct responsibility for retention and growth outcomes.

• Outstanding skills in executive relationship management and communication.

• Strong analytical skills with a background in developing portfolio-level performance frameworks.

• In-depth knowledge of health plan, employer, or value-based care markets.

• An MBA or advanced degree is preferred.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development