Director of Customer Success

About the Opportunity

The company is a fast-growing clinical technology start-up that makes clinical trials easier for participants. The organization's mission is to eliminate any barriers participants or caregivers experience while being part of a clinical trial. The company is looking to expand its team with a Director of Customer Success. This isn't a traditional account management position. While the role will own the health and growth of customer relationships, the broader mission is to make the company indispensable to the organizations running the world's most complex clinical trials. As Director of Customer Success, this individual will build and lead a team that partners with the largest, most strategic customers, ensuring they realize the full value of the company's platform. The role will serve as the executive-level relationship owner for top accounts, drive the processes that let Customer Success scale without losing its personal touch, and be a key voice in shaping how the company grows.

What Success Looks Like

• Built and led a high-performing Customer Success team with clear structure, goals, and growth paths.
• Strengthened relationships with the organization's largest and most strategic customers, becoming a trusted executive-level partner.
• Improved retention and expansion across the enterprise customer base.
• Implemented scalable processes and playbooks that reduce reliance on any single person's institutional knowledge.
• Established a strong operating rhythm with Product, Support, and Sales that turns customer insight into action.
• Made it measurably easier for the largest customers to run successful clinical trials on the company's platform.

Role Location: Remote US
Reports To: SVP of Customer Experience

You will:

Lead and Grow the Customer Success Team: Hire, coach, and develop a team of Customer Success Managers, building a culture of accountability, strategic thinking, and genuine customer partnership. Set the vision and strategy for Customer Success as the function scales alongside the business. Define team structure, coverage models, and account segmentation to match the right level of support to each customer's size and complexity. Establish clear goals, KPIs, and career paths that help the team grow along with the company. Build a team that customers trust as an extension of their own organization.

Own Enterprise & Key Stakeholder Relationships: The largest customers run some of the most complex trials in the industry, and they need a partner who understands what's at stake. This role will:

• Serve as the senior relationship owner, in partnership with the Sales & Partnership team, for the organization's largest sponsor and CRO accounts, building trust with executive and clinical operations stakeholders.
• Lead executive business reviews that connect platform performance to trial outcomes and program goals.
• Navigate complex, multi-stakeholder organizations to align internal champions, budget owners, and end users around shared success.
• Anticipate risk before it surfaces, and lead resolution of escalations with speed, transparency, and confidence.
• Identify and drive expansion opportunities within existing accounts, partnering with Sales on renewals and growth.

Build Scalable Customer Success Processes: Great customer relationships shouldn't depend on any one person's memory or heroics. This role will:

• Design and implement a repeatable customer success playbook covering onboarding, adoption, business reviews, and renewals.
• Build the systems and processes that let the team track account health, flag risk early, and prioritize where to invest time.
• Define and monitor key metrics, including retention, net revenue retention, product adoption, and customer satisfaction.
• Continuously refine processes based on data and team feedback, so the function gets stronger as it scales.

Partner with Product, Support, and Sales: Customer Success sits at the center of the customer journey, and this role will ensure every team benefits from what is seen. This will involve:

• Maintaining regular operating rhythms with Product, Engineering, Support, and Sales.
• Representing the voice of the enterprise customer in product roadmap discussions.
• Partnering with Support & Education to ensure a seamless handoff between reactive support and proactive account management.
• Working closely with Sales on account strategy, expansion, and renewal planning.

Qualifications & Skills

• Experience leading Customer Success, Account Management, or similar customer-facing teams within a SaaS or technology environment.
• Proven track record managing relationships with large, complex enterprise customers, including executive stakeholders.
• Demonstrated success building and scaling teams, including hiring, coaching, and developing managers or individual contributors.
• Experience designing and implementing customer success processes, playbooks, or operating models.
• Strong analytical skills, with the ability to translate account data into retention and growth strategy.
• Experience partnering cross-functionally with Product, Sales, and Support to improve the customer experience.
• Excellent executive presence, communication, and relationship-building skills.
• A continuous improvement mindset with a focus on scalable solutions over one-off fixes.

Pay

$140,000 - $190,000