Director of Customer Success

Make your next move count.

The role

Lead and scale the Customer Success organization responsible for helping healthcare technology customers achieve measurable value. Own the customer experience after the sale, including onboarding, adoption, retention, expansion, executive relationships, customer health, and scalable Customer Success systems.

What you’ll bring

8 or more years of experience across Customer Success, Account Management, Client Services, or related customer-facing roles. Significant Customer Success or closely related customer-facing experience; leadership experience with Customer Success teams; B2B SaaS or technology company experience; understanding of onboarding, adoption, retention, and renewal; executive-level customer relationship management; demonstrated retention or expansion improvement; repeatable Customer Success processes and playbooks; analytical, data-driven decision-making; CRM and Customer Success platform experience; written and verbal communication; cross-functional partnership with Sales, Product, Support, and Engineering; ability to manage strategic initiatives and urgent customer issues; and people leadership and coaching.

Skills that matter

B2B SaaS or technology company experience CRM and Customer Success platforms Catalyst ChurnZero Cross-functional partnership with Sales, Product, Support, and Engineering Customer Success Customer Success process and playbook development Customer Success team leadership Customer adoption Customer health scoring Customer onboarding Customer retention and renewal Customer segmentation Data analysis and data-driven decision-making Enterprise or mid-market customer experience Executive business reviews Executive customer relationship management Gainsight Healthcare technology HubSpot Intercom Looker Managing and developing Customer Success professionals People leadership and coaching Power BI Renewal forecasting Renewal ownership or influence Salesforce Tableau Vitally Voice of customer programs Written and verbal communication Zendesk

What to expect in the interview process

Initial recruiter conversation followed by a hiring manager interview. Qualified candidates will then meet members of the engineering team for a technical discussion focused on past work, problem solving, and practical engineering judgment. Final candidates will have a short leadership conversation before an offer decision is made.

Before you start

Employment and education verification may be required before employment begins. Candidates must be authorized to work in the United States. Any additional screening requirements will be communicated before an offer is finalized.