Senior Director, Customer Success

Accountabilities:: Build, lead, mentor, and expand a high-performing Customer Success organization capable of supporting rapid enterprise growth. Establish scalable Customer Success processes, playbooks, operating standards, and performance metrics that drive consistency, efficiency, and quality across accounts. Develop and strengthen Customer Success leadership capabilities to support long-term organizational scalability. Implement appropriate systems, tools, dashboards, and reporting structures to provide visibility into client health, outcomes, risks, and opportunities. Own client health, renewals, retention, and net revenue retention, establishing clear accountability for customer outcomes and business performance. Partner with Sales to identify and execute upsell, expansion, cross-functional growth, and customer advocacy opportunities. Serve as executive sponsor for strategic accounts and develop strong relationships with senior client stakeholders and decision-makers. Create programs that turn successful customers into reference partners, case studies, advocates, and champions in the market. Drive operational rigor across implementation, account management, and ongoing customer support. Define and monitor KPIs, dashboards, and reporting to measure Customer Success impact and proactively identify risks. Ensure effective collaboration across Marketing, Product, Clinical, Sales, and other teams to deliver comprehensive customer value. Translate customer insights and feedback into actionable recommendations that influence product development, service delivery, and business priorities. Establish structured customer feedback mechanisms, including advisory councils and recurring feedback loops, to inform product and service roadmaps. Represent the customer perspective within leadership discussions and help shape company priorities and growth strategy. Requirements: 12+ years of experience in Customer Success, Account Management, or related client-facing leadership roles. 5+ years of experience leading teams, including developing managers and scaling Customer Success organizations. Proven track record of owning retention and net revenue retention (NRR) targets and delivering measurable customer and business outcomes. Deep experience working with enterprise healthcare clients, including employers, health plans, and pharmacy benefit managers. Strong executive presence and demonstrated ability to build trusted relationships with C-suite stakeholders. Strong analytical and process-oriented approach, with experience using customer data, KPIs, and operational insights to improve outcomes and business growth. Demonstrated ability to build scalable processes, operating models, and systems in a high-growth environment. Ability to balance strategic planning with hands-on execution and operate effectively in an entrepreneurial organization. Experience developing and mentoring leaders while building accountable, collaborative, and customer-focused teams. Experience scaling Customer Success functions within a rapidly growing organization is preferred. Background in digital health, cardiometabolic care, chronic condition management, or related healthcare services is desirable. Familiarity with Customer Success platforms, CRM systems, implementation tools, and customer health technologies is preferred. Proven experience developing client advocacy programs, including case studies, advisory councils, and reference partnerships. Experience presenting customer health metrics, business insights, and performance updates to boards or investors is a plus. Benefits: Comprehensive health, dental, and vision insurance. Flexible paid time off. Work-from-home flexibility. Professional development budget. Support for continuing education and ongoing learning. Opportunity to work within a collaborative, flexible, and mission-driven environment. Exposure to a rapidly growing digital healthcare business and a newly developed product. Opportunity to work with an internationally distributed team. Meaningful opportunity to contribute to improved chronic disease management and patient outcomes. Collaborative culture focused on healthcare accessibility, affordability, learning, and continuous improvement.