Senior Director, Customer Health & Critical Accounts

Location: Los Angeles, CA – US based candidates only, no visa sponsorship available.

About the role

This role will advance people and talent initiatives that strengthen organizational effectiveness, leadership capability, and employee experience. You will partner with sales leadership, HR centers of excellence, and cross-functional stakeholders to align talent priorities with commercial execution. The position offers the opportunity to influence culture, talent strategy, and scalable people operations within a technology-driven environment.

Responsibilities

• Develop and manage the global framework for Critical Accounts, including assessment templates and standards
• Recruit and lead a program management team to ensure effective account triaging and resource allocation
• Establish criteria for identifying at-risk accounts, integrating both manual nominations and platform alerts
• Coordinate program activities, maintaining an overview of active critical accounts and facilitating cross-team communication
• Generate executive reports on account statuses and program performance metrics on a regular basis
• Set and track key performance indicators related to account health and program success
• Conduct reviews post-account graduation to incorporate insights into future strategy

Qualifications

• 12+ years in Customer Success, Program Management, or Customer/GTM Operations within a B2B SaaS environment
• Proven experience in building programs from the ground up, including designing frameworks and establishing reporting
• Expertise in managing multi-stakeholder projects under pressure, ideally with critical accounts experience
• Track record in people management, providing direction and accountability without micromanaging
• Strong cross-functional leadership skills at Director and VP levels
• Excellent executive communication skills, both written and verbal, for presenting data and KPIs
• Data-driven management style, comfortable with metrics and health signals

Pay

$203,000 – $398,000 annually

Benefits

• Equity and employee stock purchase program participation
• Flexible paid time off policy
• 20 weeks of fully-paid gender-neutral parental leave
• Fertility and adoption assistance programs
• 401(k) retirement plan with contributions
• Mental health counseling services available to employees
• Access to transgender-inclusive health insurance and comprehensive health benefits