Director, Customer Success

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

📋 Description

• Recruit, develop, and lead the Customer Success Manager team, establishing clear performance benchmarks and taking ownership of the team's results.

• Oversee the Customer Success operating rhythm, which includes team huddles, deep dives, escalation syncs, and weekly one-on-one meetings with each Customer Success Manager.

• Mentor the team on account strategies, de-escalation techniques, and provider dialogues, while creating playbooks, templates, and standards for the team's operations.

• Manage the distribution of accounts and workload throughout the team to ensure balanced coverage, ensuring that no account is overlooked.

• Take responsibility for maintaining the green, yellow, and red health standards across the Nsight portfolio, holding the team accountable for keeping accounts in the green, including direct communication with all decision-makers.

• Own the retention metrics for the portfolio, driving efforts to prevent cancellations through the team and personally intervening on the most critical accounts.

• Act as the senior escalation point beyond the front line, engaging with providers on high-stakes accounts with both clinical and commercial credibility.

• Assist in shaping the Customer Success reporting and dashboards in HubSpot, along with defining the criteria for green, yellow, and red account statuses.

⛳️ Requirements

• A minimum of 7 years in Customer Success, client services, or account management, with at least 3 years of experience in a leadership role.

• Demonstrated success in owning retention metrics and reducing churn in a multi-client setting.

• Strong project management and de-escalation abilities, with a readiness to personally handle the most challenging accounts.

• Clinically knowledgeable, or capable of quickly becoming proficient, and comfortable discussing clinical outcomes with providers.

• A player-coach leadership style, actively involved in the work and closely connected to the accounts.

• High proficiency in AI tools, demonstrating active use of AI in your daily professional tasks.

• Excellent analytical skills, with the ability to create health scoring metrics, identify root causes of retention issues, and propose actionable solutions.

🏝️ Benefits

• PTO Accrual

• Medical, Dental, Vision, and supplemental insurance options

• 401(k) Plan with 3.5% Company Match

• Company-provided equipment