Director of Customer Success
New
M
My Secure AdvantageFinancial Wellness
Candidates must reside in an MSA eligible state: AL, AZ, CA, FL, GA, ID, IL, KS, MA, MN, MO, NC, NY, OK, SC, TN, TX, & VAFull-TimeDirector
Salary$120,000 - $140,000 base + performance bonus
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Job Details
- Experience
- 5–7 years
- Required Skills
- Customer Success
Requirements
- 5–7 years in customer success or strategic account management.
- Proven experience building a CS function, including designing systems and processes.
- Demonstrated ownership of retention metrics, including GRR and NRR.
- Experience leading and developing CSMs with accountability for outcomes.
- Domain expertise in financial wellness, benefits, EAP, HR tech, or fintech B2B2C.
- Understanding of how HR and VP-Benefits partners evaluate programs.
- Ability to stay hands-on with strategic accounts while leading the function.
Responsibilities
- Build the operating model— segmentation, sponsor health scoring, renewal cadence, escalation routing, business reviews, and forecasting.
- Lead the team of CSMs and Education Engagement coordinators.
- Own gross and net revenue retention across the direct-employer book.
- Personally steward one or two of our most strategic sponsors and lead challenging escalations.
- Connect member utilization data to sponsor renewal outcomes.
- Represent the sponsor voice into Product, Marketing, Coaching, and Growth departments.
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