Director, Customer Success

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Managers.

• Foster a culture centered on accountability, collaboration, customer advocacy, and ongoing improvement.

• Enhance team members’ skills in customer success, consultative approaches, and leadership through coaching and constructive feedback.

• Set clear performance expectations while facilitating career growth.

• Nurture future leaders and fortify the team as the organization expands.

• Guide the team in achieving customer satisfaction, adoption, retention, and enduring partnerships.

• Mentor Customer Success Managers in building executive relationships and providing strategic advice.

• Collaborate on strategic relationships, executive engagement, and complex customer scenarios.

• Identify opportunities for growth and collaborate with Commercial to enhance customer value.

• Manage customer escalations with thoughtful resolutions.

• Advocate for the customer’s voice throughout the organization.

• Design and refine the Customer Success operational framework.

• Develop repeatable playbooks, processes, and operational rhythms.

• Enhance customer health measurement, forecasting, reporting, and operational metrics.

• Streamline operations through automation, standardization, and technology integration.

• Adapt customer segmentation, engagement strategies, and capacity planning.

• Collaborate with Product, Clinical, Operations, Sales, Marketing, Implementation, and Commercial teams.

• Convert customer feedback into actionable improvements for products, services, and processes.

• Eliminate obstacles throughout the customer journey and contribute to strategic initiatives.

• Position Customer Success as a trusted strategic partner across the organization.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or similar customer-facing leadership roles.

• At least 3 years of direct management experience with Customer Success Managers or other customer-facing professionals.

• Proven track record of building high-performing teams through coaching, performance management, and leadership development.

• Experience in designing or enhancing Customer Success operations, including scalable processes, playbooks, metrics, and workflows.

• Strong business acumen and analytical skills, capable of leveraging customer and operational data to inform decisions.

• Exceptional communication abilities and executive presence, with a talent for forging trusted relationships both internally and externally.

• Demonstrated capability to influence cross-functional teams without direct authority.

• Experience in a fast-paced, high-growth environment.

• Preferred experience in healthcare, digital health, employer-sponsored healthcare, or health plans.

• Must hold authorization to work in the United States without requiring visa sponsorship.

• Must not need future visa sponsorship to maintain legal employment.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible paid time off (PTO).

• Options for remote work.

• Budget for professional development.

• Support for continuing education.

• Opportunity to significantly impact chronic disease management and patient outcomes.

• A collaborative, mission-driven organizational culture.

• A startup environment led by experienced founders.

• A culture of collaborative learning and a passion for improvement.

• Chance to influence technology, infrastructure, and organizational culture.