Customer Success Director

Job Description Summary

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• Defines the organization’s customer success strategy and sets the standard for how the organization
• engages, retains, and grows its most important client relationships. Acts as the enterprise expert on
• customer success model design, client lifecycle management, and portfolio performance optimization.
• Shapes both the programmatic and relationship dimensions of customer success at the highest level,
• influencing commercial outcomes and long-term client loyalty.
• The Customer Success Director drives short- to mid-term strategy for the discipline and exercises
• independent judgment on novel, cross-functional problems. This job operates as a subject-matter expert
• across multiple functional areas, designing engagement and retention strategies where no established
• precedent exists within the function, and influences both functional and cross-functional strategy. ‎
• How will you make an impact & Requirements
• ‎

KEY RESPONSIBILITIES

• Set the strategic vision for customer success across the organization, defining engagement

models, success metrics, and client lifecycle frameworks.

• Own relationships with the most strategically significant clients, personally engaging at the

executive level on matters of program direction, escalation, and growth.

• Lead design and continuous refinement of customer success infrastructure, including health

scoring, QBR formats, and data-driven retention frameworks.

• Partner with sales, clinical, and product leadership to align customer success strategy with

enterprise commercial and product priorities.

• Evaluate and drive adoption of technology and tooling that scales customer success capabilities

across the team.

• Lead customer success professionals, setting quality expectations, establishing team standards,

and developing functional expertise.

• Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction,

retention risk, and expansion opportunity.

QUALIFICATIONS

• Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise

account leadership in healthcare or health technology.

• Deep expertise in designing and scaling customer success programs with direct accountability for

retention and growth outcomes.

• Exceptional executive relationship management and communication skills.
• Strong analytical capability with experience building portfolio-level performance frameworks.
• Expert knowledge of health plan, employer, or value-based care markets.
• MBA or advanced degree preferred.

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Compensation

• $131,243.00 to
• $196,865.00