Director of Customer Success, Strategic Accounts

Mosai•Nashville, TN

1d•Onsite

About The Position

Mosai™ is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear, connected picture. Like a mosaic, our platform unites data, people, and processes so providers can make better decisions, coordinate care in real time, and deliver improved outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the right time. Mosai is hiring Directors of Customer Success to lead the CS teams serving our Strategic and Enterprise account segments. Strategic accounts require deep executive engagement, multi-stakeholder relationship management, and white-glove partnership. Enterprise accounts require a structured, relationship-driven engagement model that balances depth with portfolio breadth. Each Director leads a team of CSMs and Senior CSMs aligned to one of these tiers and reports to the Vice President of Customer Success. This is a player-coach role. You will spend meaningful time in accounts alongside your team, serving as an executive sponsor and escalation point on complex situations, while also building the processes, playbooks, and coaching structures that make your team consistently excellent.

Requirements

Bachelor's degree or equivalent experience.
10 or more years of experience in customer success, account management, or related post-sale functions in a B2B SaaS environment.
3 or more years of direct people management with a demonstrated track record of developing CS talent and building high-performing teams.
Strong executive presence with experience engaging VP and C-suite stakeholders both internally and with customers.
Demonstrated ability to drive gross revenue retention, reduce churn exposure, and build scalable CS programs within a high-touch coverage model.
Skilled at working cross-functionally, particularly with Account Management, Professional Services, and Product.
Excellent written and verbal communication skills; strong facilitation and executive presentation experience.
Experience using Salesforce for account management, health tracking, and team visibility.

Nice To Haves

Experience operating within or designing tiered CS coverage models a strong plus.
Healthcare software, health IT, or post-acute care experience strongly preferred.
Experience leading teams through organizational change or post-merger integration a strong plus.

Responsibilities

Lead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier.
Help recruit, hire, and retain top CS talent as the organization scales.
Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier.
Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships.
Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services.
Partner with Account Management to ensure clean alignment between the success motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs.
Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and maintain a consistent customer experience.
Partner cross-functionally with Product, Professional Services, and Support to represent the voice of your customer segment and drive systemic improvements to the customer experience.
Provide accurate visibility into team activity, account health, and retention risk through Salesforce and reporting tools.
Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships.
All other job-related duties as assigned