Regional Lead - Customer Success (South)
Core
Lead the Customer Success function for the South region, owning end-to-end customer retention, engagement, service adoption, renewals, and expansion.
Role type
Senior Customer Success Leader (Regional)
Builds
Customer retention, engagement, and account growth strategies
Domain
B2B Services / Employee Wellbeing / Healthcare / EAP / HR Services
Required skills
Strategic account management, People leadership, Commercial acumen, Analytics, Executive communication, Escalation management, Stakeholder mapping, Renewal forecasting, Team coaching
Preferred skills
Experience in employee wellbeing, healthcare, EAP, HR services, SaaS, consulting
Technologies
CRM, Customer success platforms, Dashboards, Reporting tools, PowerPoint, Excel
Responsibilities
Own Customer Success strategy and operating rhythm for the South region; Drive retention, renewals, engagement, adoption, and account growth; Build relationships with senior client stakeholders; Lead strategic account reviews and QBRs; Monitor customer health indicators and initiate corrective actions; Own critical customer escalations; Partner with Sales, Operations, Clinical/Service Delivery, Product, Finance, Marketing, and Technology teams; Identify expansion and up-sell opportunities; Lead, coach, and develop Customer Success leaders and managers; Use data and dashboards to review portfolio performance and present insights; Standardize and improve customer success processes and playbooks; Represent the organization in key customer meetings and industry forums.
Seniority
Senior, hands-on IC with team leadership