Director of Customer Success
New
J
JobgetherHealthtech, B2B SaaS
Based in the United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 7+ years in Customer Success, Implementation, Customer Service, or closely related function; 3+ years in a leadership role.
- Required Skills
- LeadershipStakeholder managementCustomer Success
Requirements
- 7+ years of experience in Customer Success, Implementation, Customer Service, or a closely related function.
- 3+ years of experience in a leadership role managing customer-facing organizations.
- Demonstrated experience leading regional or distributed teams and developing managers.
- Proven ability to own retention and churn targets and understand revenue protection.
- Experience designing scalable processes, operating models, playbooks, and performance frameworks.
- Strong operational discipline with the ability to create structure and improve efficiency.
- Strong strategic thinking and ability to anticipate risks and develop sustainable solutions.
- Excellent executive communication and stakeholder management skills.
- Strong commercial judgment and experience managing complex renewals and strategic accounts.
- Data-driven approach to customer health, KPI management, and operational decision-making.
Responsibilities
- Lead and develop the Customer Success and Implementation function across the United States, including managing team leads and senior professionals.
- Build a scalable organizational structure and standardized implementation processes.
- Coach second-line leaders while driving hiring, onboarding, and performance management.
- Own regional gross retention and churn targets in partnership with Sales.
- Establish structured account planning, risk-management processes, and customer health scoring.
- Monitor key operational metrics including time-to-go-live, implementation cost, and customer satisfaction.
- Serve as the executive escalation point for strategic healthcare customers.
- Represent the voice of the U.S. customer across Product, Marketing, and Sales.
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