Director of Customer Success

Job Summary

Leading enterprise implementations and customer success initiatives, the full-time remote Director of Customer Success will manage the customer journey from sales handoff through launch and ongoing value realization while building strong partnerships and scalable systems.

Key responsibilities

• Oversee enterprise implementations, serving as the primary point of accountability and escalation from sales handoff through launch and stabilization
• Develop success plans and performance measures to monitor customer health and coordinate improvement plans post-launch
• Establish effective customer governance and align internal teams around customer commitments and priorities

Required qualifications

• At least seven years of experience in implementation, customer success, or project management within healthcare SaaS or technology delivery
• Deep experience with Epic, MyChart, or EHR integrations and a strong understanding of customer adoption and value realization
• Demonstrated success in leading complex, multi-stakeholder programs from kickoff through ongoing optimization
• Ability to communicate effectively with C-suite and operational leaders, particularly in navigating risk or ambiguity
• A bachelor's degree or an equivalent combination of education and relevant experience