Senior Director, Customer Health & Critical Accounts

📋 Description

• Lead the Critical Accounts program end-to-end: framework, global operating model, executive
• Define long-term vision for the Customer Health Platform and how it serves GTM functions.
• Build operating rhythm, standards, and team structure for the function.
• Oversee intake, triage, and resource planning for qualifying accounts.
• Coordinate cross-functional activities across CS, Support, Services, Sales, and Product/Engineering.
• Provide executive reporting on portfolio health, KPIs, churn prevention, and cost-to-save.

🎯 Requirements

• 12+ years in Customer Success, Program Management, or GTM Operations; leadership experience.
• Proven track record building a new function with frameworks and executive reporting.
• Experience managing multi-stakeholder engagements, preferably with critical accounts or escalation
• Ability to lead people leaders and cross-functional peers without direct authority.
• Strong communication skills and data-driven KPIs, with comfort on health signals and modeling.
• Familiarity with technical customer challenges (cloud, data infrastructure, databases) and

🎁 Benefits

• Broad executive visibility into portfolio health and performance.
• Opportunity to shape a pioneering Customer Health Platform and Critical Accounts program.
• Comprehensive benefits package and competitive compensation.