Director of Customer Success

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

📋 Description

• Lead the US Customer Success team to achieve measurable outcomes across senior living communities

• Ensure a reduction in falls, prompt responses, timely care assessments, and care revenue that aligns with the services provided

• Help operators recognize Teton's value through their own data

• Intervene personally when communities fail to meet results

• Recruit, develop, retain, and expand the US Customer Success Manager team

• Set customer engagement standards and hold the team accountable for adherence

• Create customer-focused pods led by player-coaches

• Develop and enhance career pathways within Customer Success

• Oversee customer health across the US portfolio and proactively address risks

• Collaborate with Account Management on renewals and business expansion

• Assist operators in integrating Teton into their daily routines and care planning for sustained adoption

• Work alongside Clinical Solutions to establish clinical credibility and develop playbooks

• Coordinate with Deployment on transitions from go-live to steady-state operations

• Aggregate and relay customer feedback to the Product team

• Set performance targets with the manager and assess them on a quarterly basis

• Report directly to the VP of Customer Experience

⛳️ Requirements

• Demonstrated leadership in Customer Success, including building and managing CSM teams

• Experience in leading Customer Success for complex, multi-site clients within a high-growth B2B environment

• Proven history of achieving measurable customer outcomes and maintaining retention

• Strong proficiency in data fluency, utilizing health, usage, and outcome data to manage the business and guide the team

• Executive presence with operator leadership, capable of navigating challenging conversations

• Experience in a startup or scale-up environment, adept at managing ambiguity, shifting priorities, and rapid growth

• Background in healthcare technology, preferably in senior living, post-acute, or long-term care

• Experience in leading clinical or operational transformations in care settings (preferred)

• Familiarity with tools such as HubSpot, Notion, and other modern collaboration software (preferred)

• A keen interest in AI and computer vision

🏝️ Benefits

• Participation in the warrant program

• 401(k) plan

• Paid time off

• Health insurance

• Opportunity to work with cutting-edge technology in an innovative field

• Dynamic, learning-oriented work environment

• Regular travel to client communities and team events

• Hands-on environment with continuous learning and skill development