Director of Customer Success

We are seeking a dynamic and experienced Director of Customer Success to join our team. As a leader in the digital health space, we're looking for someone who can scale our SaaS operations while maintaining a laser focus on customer satisfaction. This role is perfect for a leader who thrives in a fast-paced environment and is passionate about driving excellence in customer delivery.
Key Responsibilities:
Develop and execute customer success strategies that ensure customer satisfaction, retention, and growth.
Lead and scale the customer success team, providing guidance, and mentorship to achieve exceptional performance.
Drive the implementation of data-driven approaches to track and enhance customer experiences.
Collaborate with cross-functional teams (Sales, Marketing, Product Development) to align customer success initiatives with company goals.
Establish and refine customer success metrics and KPIs to measure performance and identify areas for improvement.
Engage with key customers to understand their needs and ensure our services exceed their expectations.
Foster a culture of continuous improvement, encouraging innovation and efficiency in customer service delivery.
Conduct regular reviews of customer feedback, market trends, and competitive insights to inform strategy adjustments.
Represent the voice of the customer internally, providing insights to the product team for future enhancements.
Requirements
Bachelor's degree in Business, Marketing, or related field. A Master’s degree is a plus.
Minimum 5 years of experience in customer success or account management in SaaS companies, with a proven track record of scaling customer success functions.
Strong leadership skills with the ability to motivate and guide a team.
Excellent communication and interpersonal skills, with a talent for building strong customer relationships.
Data-driven mindset with experience in utilizing metrics and analytics to guide strategies.
Demonstrated ability in driving customer retention and growth.
Deep understanding of customer success best practices and the digital health market.
Agile and adaptable to changing environments, with the ability to manage multiple priorities effectively.
Benefits
Health, Vision and Dental