Director of Customer Success

Job Summary

A company is looking for a Director of Customer Success - SMB.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers to drive product adoption and customer outcomes
• Develop and implement digital-first Customer Success strategies and optimize the digital customer journey
• Analyze customer health metrics and collaborate cross-functionally to enhance customer experiences and address escalated issues

Qualifications

• 7+ years in Customer Success or related roles with 4+ years in people leadership
• Experience managing scaled, digital, or tech-touch success programs in SaaS or technology sectors
• Strong operational mindset with experience in automation tools and data-driven decision-making
• Proven ability to analyze customer data to identify trends and mitigate churn
• Healthcare SaaS experience preferred