Senior Director, Customer Success Enablement & Strategy

This role supports revenue growth through customer focus, relationship development, and disciplined commercial execution. You will collaborate with sales, customer, product, and operational partners to identify opportunities, solve problems, and improve outcomes in a healthcare environment.

Responsibilities

• Lead customer operating model redesigns and service innovation
• Direct governance of enterprise CS tech stack and multi-year roadmap
• Oversee CS PMO for program governance and delivery
• Direct learning and development strategies for internal teams
• Partner with cross-functional leaders to enhance digital experience
• Establish metrics and analytics for CS efficiency and tech investments
• Build and mentor a high-performing CS Shared Services team

Qualifications

• Bachelor’s Degree; Advanced Degree Preferred
• 12+ years in Customer Success Operations, Enablement, or Technology Strategy
• 7+ years in senior leadership roles
• Track record in leading CS Operations, Enablement, PMO, and Technology teams in SaaS
• Deep expertise in CS tech stacks: Gainsight, Salesforce, etc.
• Hands-on experience in AI/automation and workflow optimization
• Strong financial acumen with $3M+ operating budget management
• Superior executive presence and negotiation skills
• PMP, Agile/Scrum, or Lean Six Sigma Black Belt certification

Benefits

• Comprehensive medical, dental, and vision benefits with Health Savings Account contributions
• 401(k) with a 50% company match on contributions up to 6%
• Generous Paid Time Off and Paid Parental Leave programs
• Company-paid Life and Disability benefits and Flexible Spending Accounts
• Professional development opportunities including tuition reimbursement
• Hybrid work options and dog-friendly headquarters
• Weekly catered meals and wellness amenities

Pay

$160,000 – $200,000 annually

Location: Remote - US based candidates only, no visa sponsorship available