Customer Success Director

How Will You Make An Impact

• Set the strategic vision for customer success across the organization, defining engagement models, success metrics, and client lifecycle frameworks.
• Own relationships with the most strategically significant clients, personally engaging at the executive level on matters of program direction, escalation, and growth.
• Lead design and continuous refinement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention frameworks.
• Partner with sales, clinical, and product leadership to align customer success strategy with enterprise commercial and product priorities.
• Evaluate and drive adoption of technology and tooling that scales customer success capabilities across the team.
• Lead customer success professionals, setting quality expectations, establishing team standards, and developing functional expertise.
• Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction, retention risk, and expansion opportunity.

Qualifications

• Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise account leadership in healthcare or health technology.
• Deep expertise in designing and scaling customer success programs with direct accountability for retention and growth outcomes.
• Exceptional executive relationship management and communication skills.
• Strong analytical capability with experience building portfolio-level performance frameworks.
• Expert knowledge of health plan, employer, or value-based care markets.
• MBA or advanced degree preferred.

Compensation

$131,243.00 to $196,865.00