Senior Director, Customer Success

📋 Description

• Build, lead, mentor, and expand a high-performing Customer Success organization capable of
• Establish scalable Customer Success processes, playbooks, operating standards, and performance
• Develop and strengthen Customer Success leadership capabilities to support long-term organizational
• Implement appropriate systems, tools, dashboards, and reporting structures to provide visibility
• Own client health, renewals, retention, and net revenue retention, establishing clear
• Partner with Sales to identify and execute upsell, expansion, cross-functional growth, and customer

🎯 Requirements

• 12+ years of experience in Customer Success, Account Management, or related client-facing
• 5+ years of experience leading teams, including developing managers and scaling Customer Success
• Proven track record of owning retention and net revenue retention (NRR) targets and delivering
• Deep experience working with enterprise healthcare clients, including employers, health plans, and
• Strong executive presence and demonstrated ability to build trusted relationships with C-suite
• Strong analytical and process-oriented approach, with experience using customer data, KPIs, and

🎁 Benefits

• Comprehensive health, dental, and vision insurance.
• Flexible paid time off.
• Work-from-home flexibility.
• Professional development budget.
• Support for continuing education and ongoing learning.
• Opportunity to work within a collaborative, flexible, and mission-driven environment.