Director, Customer Success
New
9
9amHealthDigital Health
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function; 3+ years directly managing and developing Customer Success Managers
- Required Skills
- Data AnalysisCross-functional Team LeadershipOperations ManagementCustomer SuccessAccount Management
Requirements
- 5+ years of experience in Customer Success, Account Management, or another customer-facing leadership function.
- 3+ years directly managing and developing Customer Success Managers or other customer-facing individual contributors.
- Demonstrated success building high-performing teams through coaching, performance management, and leadership development.
- Experience designing or improving Customer Success operations, including scalable processes, playbooks, metrics, and operational workflows.
- Strong business acumen and an analytical mindset, with the ability to use customer and operational data to drive decisions.
- Excellent communication skills and executive presence, with the ability to build trusted relationships internally and externally.
- Proven ability to influence cross-functional teams without direct authority.
- Experience working in a fast-paced, high-growth environment.
- Healthcare, digital health, employer-sponsored healthcare, or health plan experience is preferred.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers.
- Build a culture of accountability, collaboration, customer advocacy, and continuous improvement.
- Design and continuously improve the operating model that enables Customer Success to scale.
- Build repeatable playbooks, processes, and operating rhythms that create consistency and efficiency.
- Improve customer health measurement, forecasting, reporting, and operational metrics.
- Partner with Commercial to advance expansion opportunities that create meaningful value.
- Lead customer escalations through thoughtful resolution while maintaining trust.
- Champion the voice of the customer throughout the organization.
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