Director of Customer Success

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

📋 Description

• Lead and enhance the Customer Success function throughout the United States, overseeing Customer Success Managers and Implementation Specialists.

• Mentor and develop regional team leaders and senior Customer Success Managers.

• Create a scalable team structure that aligns with growth objectives and regional development.

• Drive the processes of hiring, onboarding, capability enhancement, and cultivating a performance-driven culture.

• Take ownership of gross retention and churn objectives.

• Collaborate with Sales on handovers and alignment for expansion.

• Establish account planning procedures for key strategic accounts.

• Identify risks of churn and implement mitigation strategies.

• Ensure predictable and efficient implementations with defined timelines, scope management, and cost awareness.

• Standardize onboarding processes while allowing for necessary local adaptations.

• Monitor and enhance time-to-go-live, implementation margins, and customer preparedness.

• Lead structured change management initiatives for healthcare institutions.

• Define and monitor regional KPIs, including CSAT, product adoption, retention, churn, implementation duration, and cost management.

• Establish a health scoring methodology.

• Provide forecasting and performance analytics to executive leadership.

• Serve as the executive escalation point for high-impact or strategic accounts.

• Maintain direct relationships with key clients.

• Support complex renewals, high-risk accounts, and politically sensitive situations.

• Implement scalable best practices, standardized documentation, playbooks, and operational models.

• Drive improvements in automation and tooling.

• Build repeatable frameworks.

• Represent the voice of US customers to Product, Marketing, and Sales teams.

• Align customer success strategies with the company's growth and product roadmap objectives.

⛳️ Requirements

• Demonstrated experience in leading Customer Success or Service organizations.

• Proven track record of owning retention targets and understanding revenue protection and growth.

• Ability to design scalable operational processes across multiple countries.

• Strategic risk assessment and development of long-term solutions.

• Capacity to influence senior stakeholders in hospitals and internal leadership.

• Clear, direct, and authoritative communication skills.

• 7+ years of experience in Customer Success, Implementation, or related fields.

• 3+ years in a leadership capacity.

• Experience in healthcare technology or complex B2B SaaS environments.

• Familiarity with multi-country operations is preferred.

• Ability to effectively navigate fast-growing, resource-limited environments.

• Pragmatic decision-making skills and management of trade-offs.

🏝️ Benefits

• Competitive salary, including an enticing bonus structure.

• Opportunities for professional development, providing avenues for continuous learning, training, and career advancement.

• Pension plan.

• Commuting allowance.

• Access to OpenUp.

• Regular team-building activities.

• Knowledge-sharing initiatives.

• Social events.

• Company laptop.

• Home office equipment.

• A diverse and inclusive workplace.

• A chance to make a meaningful impact on the future of healthcare.

• Collaboration with a driven international team.