Director of Customer Success

Job Summary

Leading a team of Customer Success Managers, the full-time Director of Customer Success will oversee account health and retention, manage escalations, and drive long-term contracting in a remote environment.

Key Responsibilities

• Recruit, develop, and manage the Customer Success Manager team, setting performance standards and running operational meetings
• Own the health and retention of client accounts, ensuring high standards and driving cancellation prevention
• Serve as the senior escalation point for complex issues, engaging directly with providers and managing project resolutions

Required Qualifications

• 7+ years in Customer Success or account management, with at least 3 years in a leadership role
• Proven track record in managing retention and reducing churn in a multi-client environment
• Strong project management skills and ability to handle escalations personally
• Clinically literate or able to quickly become fluent in clinical outcomes
• High AI fluency with active use of AI tools in professional workflows