Senior Director, Customer Success
Core
Lead and scale a high-performing Customer Success organization in a digital healthcare environment, owning client health, retention, renewals, and expansion while building scalable systems and processes.
Role type
Senior Director, Customer Success
Builds
Scalable Customer Success function, client advocacy programs, and strategic account relationships
Domain
Digital healthcare / Health technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Strategic leadership, team scaling, client health management, net revenue retention (NRR), executive relationship building, process design, cross-functional collaboration, data-driven decision making, product strategy influence
Preferred skills
Digital health domain expertise, chronic condition management experience, client advocacy program development, board/investor presentation experience
Technologies
Customer Success platforms, CRM systems, implementation tools, customer health technologies
Responsibilities
Build and mentor a high-performing Customer Success organization; Establish scalable processes, playbooks, and performance metrics; Own client health, renewals, retention, and net revenue retention; Partner with Sales to execute upsell and expansion opportunities; Serve as executive sponsor for strategic accounts; Translate customer insights into actionable product and business recommendations; Create programs to turn customers into reference partners and advocates.
Seniority
Senior Director, strategic leadership & organizational scaling
