Director of Customer Success

Activated Insights • Idaho Falls, ID

7d • Onsite

About The Position

Activated Insights is seeking an experienced, results-driven Director of Customer Success to lead and scale customer success, growth, and retention efforts. This management role will shape the customer journey, elevate the customer experience, and promote customer satisfaction. The Director will lead a team of Customer Success Managers and Specialists, develop customer success strategies and scalable playbooks, and work across the company to improve customer outcomes and business results. The role is based in the Idaho Falls office listing, and the description also states that the employee must be able to work in the Rexburg, Idaho office.

The ideal candidate has a track record in customer success management, preferably in healthcare or SMB environments, and experience developing scalable customer playbooks in a one-to-many model. The role calls for strong cross-functional collaboration, communication, customer empathy, and knowledge of post-acute and long-term care markets. The Director will analyze customer feedback and data, set team goals, monitor customer health and success metrics, and present progress and results to stakeholders, including C-suite executives.

Activated Insights provides SaaS solutions for post-acute and long-term care markets. Founded in 2008, the company has more than 250 team members and serves over 12,000 care sites. Its platform includes tools for employee engagement, education, satisfaction surveys, and reputation management. The company describes its culture as startup/agency-like while offering the stability of a business operating for more than 10 years.

Requirements

• At least 5 years of account management experience.
• At least 2 years of experience leading teams.
• Proficiency with ClickUp, Microsoft tools, Salesforce, Adobe, and other product-related tools.
• Strong delegation and prioritization skills, with the ability to manage a team while focusing on strategic goals and KPIs.
• A customer-first mindset, empathy, and understanding of customer needs.
• Adaptability and strong communication skills in a fast-paced environment where customer needs and technology evolve.
• Proven experience driving product growth through retention, upselling, and cross-selling initiatives.
• Ability to work in the Rexburg, Idaho office.
• Strong cross-functional collaboration and communication skills.
• Deep understanding of post-acute and long-term care markets.

Nice To Haves

• Customer success management experience, preferably in healthcare or SMB environments.
• Experience building scalable customer playbooks in a one-to-many model.

Responsibilities

• Lead, mentor, and inspire Customer Success Managers and Specialists to deliver exceptional service and ensure customer success.
• Develop and implement customer success strategies that drive customer outcomes and satisfaction.
• Shape the customer journey and elevate the customer experience.
• Analyze customer feedback and data to identify opportunities for product and process improvements.
• Set clear goals and responsibilities for the Customer Success team and align them with company objectives.
• Present progress and results to key stakeholders, including C-suite executives.
• Report key performance indicators to senior leadership and provide insights on customer health and success.
• Drive customer growth and retention, including through retention, upselling, and cross-selling initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager