Senior Director, Enterprise Customer Success

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

📋 Description

• Oversee the Strategic Customer Success team.

• Recruit, mentor, and supervise 6 Strategic Client Executives.

• Define individual account strategies, quotas/targets, and career development initiatives.

• Take ownership of net revenue retention, gross retention, and expansion revenue outcomes for Strategic-tier accounts.

• Create repeatable enterprise frameworks for executive business reviews, account planning, risk escalation, and expansion initiatives.

• Act as the executive point of contact for at-risk Strategic accounts.

• Collaborate with Support and Engineering to address critical issues and restore trust.

• Advocate for Strategic accounts in Product roadmap and prioritization discussions.

• Identify cross-account trends to guide platform investment decisions.

• Work alongside Sales on renewal/expansion strategies and account transitions.

• Cooperate with Marketing on referenceability, case studies, and advocacy efforts.

• Develop the outreach cadence, prioritization strategy, relationship-tracking system, and Strategic CS playbook.

• Track engagement, referenceability, and lead generation.

• Ensure the team is adequately staffed, ramped up, and executing against well-defined account plans.

⛳️ Requirements

• Minimum of 8 years in Customer Success, Account Management, or a related revenue role, including at least 3 years in a managerial position overseeing enterprise-facing CS or AM professionals.

• Proven experience maintaining relationships with large, complex, multi-stakeholder accounts, preferably in healthcare, health tech, or other regulated/technical B2B sectors.

• Ability to engage credibly across various market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences) and tailor account strategies to meet the unique needs of each segment's buyers and success metrics.

• A demonstrated history of achieving or surpassing net revenue retention and expansion goals for a strategic or enterprise portfolio.

• Strong executive presence, capable of leading business reviews and escalation discussions with C-suite and VP-level customer stakeholders.

• Experience in creating or enhancing Customer Success processes (segmentation, playbooks, health scoring, escalation frameworks) instead of merely working within an existing framework.

• Excellent ability to collaborate across functions, working seamlessly with Sales, Product, Support, and executive leadership.

• Comfortable navigating ambiguity in a dynamic, growing organization.

• Proficient in AI tools like Claude (or similar) to enhance account planning, business reviews, and cross-functional reporting, with a desire to expand these practices throughout the CS team.

• Familiarity with healthcare interoperability, EHR ecosystems, HL7/FHIR, or health data exchange is a plus.

• Background in a platform/API business where technical expertise is crucial to customer relationships is advantageous.

• Candidates must be eligible for employment in the U.S. and must reside and work within the continental U.S.

🏝️ Benefits

• Remote-first culture (must be based in the U.S.).

• Unlimited Flexible Time Off.

• Over 15 Observed Holidays.

• Rest & R^Charge days (ensuring a guaranteed 3-day weekend each month).

• R^Charge program (6 weeks paid sabbatical plus stipend).

• 401k matching at 50% for up to 8% starting on Day 1.

• Medical, Dental, and Vision benefits available from Day 1.

• HSA & FSA options, along with Life, Disability, Medical Travel, and Employee Assistance Program.

• Paid Parental Leave (16 weeks).

• Productivity Stipend & Wellness Fund.

• Company-issued MacBook.

• Opportunities for virtual and/or in-person Team & Company Events.

• Stock Options.

• Employee Referral Bonus Program.