Director of Customer Success

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

📋 Description

• Revamp the entire post-sales operation by managing customer implementation, support, and success.

• Recognize and execute AI-driven strategies that empower teams to provide exceptional customer experiences.

• Take charge of retention metrics, renewal predictions, and expansion coordination with the Sales team.

• Develop and maintain a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability.

• Offer guidance and leadership for implementation, support, and customer success teams.

• Monitor and report on key performance indicators such as retention, churn, and adoption rates.

• Collaborate with sales, marketing, operations, and product teams to gather customer feedback regarding products.

• Cultivate a culture of continuous improvement and professional development.

• Spearhead AI initiatives to modernize onboarding, retention, and growth for over 9,000 customers.

⛳️ Requirements

• Possess an AI-native mindset.

• Have hands-on experience in implementing AI and other technologies to enhance team efficiency while providing a tailored model for customers ranging from SMB to enterprise.

• Demonstrate proven leadership in customer success or account management within B2B SaaS environments.

• Exhibit a history of success in high-growth, fast-paced startup settings.

• Have a comprehensive understanding of customer success metrics throughout the post-sales journey and the capability to translate data into actionable strategies.

• Experience utilizing HubSpot and Claude.

• Hold a background in the healthcare sector or possess in-depth knowledge of HIPAA compliance.

• Experience in managing and aligning multi-departmental structures.

• Applicants must reside in the United States.

• Ability to effectively operate a company-issued computer throughout the workday.

🏝️ Benefits

• Enjoy a fully-remote work environment, with no return-to-office requirements!

• Access to Cigna or Kaiser Permanente healthcare coverage (depending on location).

• Receive dental and vision insurance through Principal.

• Participate in a 401(k) retirement plan.

• Benefit from 28 days of sick and vacation time per year.

• Enjoy 8 paid holidays annually.

• Receive stock option grants.

• Get a company-provided MacBook and other essential equipment.

• Benefit from a $500 quarterly stipend for professional development.

• Aim for an annual target bonus of $20,000.