Director, Customer Success (CoE)
New
J
JobgetherHealthcare Technology
Based in the United StatesFull-TimeDirector
Salary$165,000 - $185,000 USD, plus discretionary bonus opportunities
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Job Details
- Experience
- 10+ years
- Required Skills
- Data AnalysisAccount ManagementStakeholder managementCustomer Success
Requirements
- 10+ years of progressive experience in Customer Success, Account Management, enterprise consulting, or related client-facing leadership roles.
- Proven experience managing and growing large enterprise accounts, particularly Fortune 100/500 employers, health plans, or similar organizations.
- Executive presence with the ability to build trusted relationships and influence C-suite HR, benefits, and business leaders.
- Strong understanding of customer success strategy, retention, expansion, account health management, and value realization.
- Experience building customer success functions, operating models, processes, and scalable frameworks.
- Ability to analyze business performance data, create executive-level reporting, and communicate actionable insights.
- Strong knowledge of employer benefits, digital health, healthcare technology, or value-based care environments.
- Excellent communication, negotiation, and stakeholder management skills.
- Strategic thinker with strong problem-solving abilities and a customer-first mindset.
- Comfortable working in a fast-paced, evolving environment with high ownership and accountability.
- Ability and willingness to travel periodically for customer meetings and industry events.
- Strong interest in leveraging AI tools to improve productivity, decision-making, and customer outcomes.
Responsibilities
- Build and scale the Customer Success function from the ground up, including defining the CS operating model, playbooks, account segmentation, health scoring, reporting structures, and sales-to-CS transition processes.
- Own strategic relationships with enterprise customers, acting as a trusted advisor to executive HR, benefits, and healthcare leaders.
- Manage customer portfolios by establishing regular engagement rhythms, identifying risks, addressing challenges, and ensuring alignment with customer objectives.
- Serve as the customer advocate internally, communicating customer priorities, operational needs, and opportunities to product, operations, and leadership teams.
- Lead customer reporting initiatives, including operational reviews, monthly performance reporting, executive business reviews, and strategic planning sessions.
- Analyze customer data and performance metrics to demonstrate ROI, identify trends, and provide actionable insights.
- Partner with sales teams to support account handoffs, renewals, expansion opportunities, and revenue growth initiatives.
- Develop and improve customer success processes, standards, and best practices to support organizational scale.
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