Associate Director, Customer Success - Remote

UnitedHealth Group•Nashville, TN

3d•Remote

About The Position

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together. The Associate Director, Customer Success is responsible for defining and executing a winning customer success strategy for Enterprise Imaging Cloud solutions while driving customer retention, satisfaction, and growth through leadership of the Customer Success Manager (CSM) team. This role ensures customers achieve maximum value from our solutions by fostering long-term partnerships, aligning outcomes with business objectives, and validating strategy through cross-functional collaboration. The Associate Director will translate strategy into actionable OKRs and KPIs, maintain and optimize the Customer Success function, and align people, processes, and technology to deliver measurable results in customer value assurance, retention, renewal, and growth. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

Requirements

5+ years in Customer Success and/or Account Management
3+ years of experience with People Management
Familiarity with customer success platforms (e.g., Gainsight) and CRM systems
Proven track record in strategic planning, customer lifecycle management, and team leadership
Proven solid analytical and problem-solving abilities
Proven excellent communication and stakeholder management skills
Ability to travel 25%25 of the time

Nice To Haves

Experience in medical imaging and clinical workflow
Experience with software-as-a-service business models
Experience with customer success best practices

Responsibilities

Support the strategic direction of Customer Success Managers in alignment with business unit objectives and in collaboration w/ leadership stakeholders
Drive Customer Success Management objectives key results, key performance indicators (as derived from strategy)
Ensure Cloud customer success through value assurance services as defined by: Customer empathy interviews Customer Success Plans Data-driven customer health KPIs Aligned Customer Success Management services
Provide strategic, operational and 1:1 leadership to direct and indirect reports
Support and conduct talent management activities including: Capacity planning Hiring profiles Hiring and onboarding Ramp-up and performance coaching Knowledge management and training alignment Performance and compensation management Succession planning
Support initiatives based on people, process and technology needs required to achieve customer success. Related deliverables include: Strategic outline Business case Capital allocation request (CAR) Project plan
Influence cross functional stakeholders to align around customer success strategies and initiatives
Coordinate existing programs and initiatives including (but not limited to): Voice of the Customer Customer perception insights Response playbooks Customer Journey Mapping As a means of driving internal accountability As a means of driving intentional customer experience Customer Health Scoring Customer Advocacy Generation
Provide escalation point for customer matters relating to customer success and the “voice of the customer”
Use key performance indicators and customer perception insights to identify and drive process improvement initiatives
Develop customer success strategy and function through best practice research, consultative engagements, and continuous learning
Provide executive status reporting in relation to Customer Success Management with focus on accomplishments, challenges, and mitigations
Foster a customer and employee-centric culture by celebrating success, supporting diversity, and cultivating innovation.