Director of Customer Success

Job Summary

To support a growing clinical technology start-up, the full-time remote Director of Customer Success will lead a team focused on managing relationships with enterprise customers, driving retention and expansion, and implementing scalable processes to enhance customer experience.

Key responsibilities

• Lead and develop the Customer Success team, establishing clear goals and a culture of accountability
• Manage executive-level relationships with key stakeholders in large enterprise accounts, ensuring alignment and trust
• Design and implement scalable customer success processes and playbooks to improve onboarding, adoption, and renewals

Required qualifications

• Experience leading Customer Success or Account Management teams in a SaaS or technology environment
• Proven track record with large enterprise customers, including managing executive relationships
• Demonstrated success in building and scaling teams, including hiring and coaching
• Experience in designing customer success processes and operational models
• Strong analytical skills to translate account data into growth strategies