Job Details

Description

Job Summary:

The Director of Customer Success will lead and develop a high-performing team of Strategic Account Managers and Customer Success Managers (CSMs) to drive customer retention, renewals, and satisfaction. This strategic leader will ensure customers achieve their desired outcomes with our solutions while identifying opportunities for growth and expansion. The ideal candidate is an experienced customer success leader passionate about building strong customer relationships and a deep understanding of the healthcare technology landscape.

Duties/Responsibilities:

• Develop and execute a customer success strategy focused on retention, renewals, and customer satisfaction.
• Lead, mentor, and develop a team of Customer Success Managers, providing coaching and professional growth opportunities.
• Establish and refine customer success processes to ensure consistent, high-quality support and engagement.
• Drive customer adoption, expansion, and advocacy through proactive relationship management and value-driven conversations.
• Monitor key customer health metrics, identifying risks and opportunities to improve customer engagement.
• Partner cross-functionally with Sales, Services, and Support teams to align on customer needs and drive continuous improvement.
• Lead renewal negotiations and expansion efforts, ensuring long-term customer partnerships.
• Advocate for customers internally, providing feedback to influence product development and service enhancements.
• Develop and implement scalable customer success best practices, tools, and methodologies.

Skills/Abilities/Experience:

• Proven track record of driving customer retention, satisfaction, and revenue growth in a healthcare technology or SaaS environment.
• Strong leadership skills with experience building, managing, and developing high-performing teams.
• Excellent communication, presentation, and negotiation skills.
• Analytical mindset with the ability to leverage data for decision-making and strategy development.
• Experience working with CRM and customer success platforms (e.g., Salesforce).
• Deep understanding of the healthcare technology industry and customer needs.

Minimum Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or a related field; advanced degree preferred.
• 10+ years of experience in customer success, account management, or related roles, with at least 3+ years in a leadership capacity.

Physical Requirements:

• Ability to stand and sit for extended time.
• Ability to lift 10 lbs. weight.

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