Director, Customer Success - SMB

Kipu Systems

About The Position

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders and many other behavioral health conditions. Our EMR, CRM and revenue cycle solutions help behavioral health facilities succeed in managing their patients’ entire care journey, but it is through our people that we truly make a difference. Role Overview The Director, Customer Success SMB is responsible for building data-driven strategies, optimizing processes, and leveraging automation to help our customers achieve meaningful outcomes efficiently. In this role you will lead Customer Success Managers and Associate Customer Success Managers aligned to SMB accounts and is accountable for driving adoption, retention, efficiency, and customer satisfaction at scale.

Requirements

7+ years in Customer Success or related roleswith4+ years people leadership
Experience managing scaled, digital, or tech-touch success programs in SaaS, AI, or other technology sectors.
Strong operational mindset and comfort with systems, automation tools, and data-driven decision-making
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Proven record of using technology to analyze customer data to identify trends to accelerate adoption or mitigate churn.
Excellent interpersonal skills and the confidence to be an honest advocate, but willing to push back when needed.

Nice To Haves

Healthcare SaaS experience preferred

Responsibilities

Lead, coach, and develop a team of Customer Success Managers focused on driving product adoption, retention, and customer outcomes across a high-volume customer segment.
Develop digital-first CS strategies, measurement frameworks, and metrics for scaled segments, layering high-touch support where needed
Own and optimize the digital customer journey (onboarding, adoption, value realization) via email, in-app messages, webinars, and self-service
Design and refine scalable engagement models that leverage automation, digital programs, and data insights to deliver meaningful customer experiences.
Implement processes and success playbooks that enable efficient account coverage and proactive customer management.
Analyze customer health metrics and feedback to identify trends, risks, and opportunities for continuous improvement.
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization.
Represent SMB customer needs and feedback in leadership meetings and influence product roadmaps, implementation projects and support initiatives