Director of Customer Success

Remodel Health•Indianapolis, IN

20d•Hybrid

About The Position

The Director of Customer Success is a pivotal leadership role responsible for the design, implementation, and refinement of Remodel Health’s customer success strategy. Sitting between executive leadership and tactical management, this role focuses on scaling the department, ensuring cross-functional alignment with Sales and Product, and driving the overall retention strategy. You will oversee the Assistant Director and help bridge the gap between high-level company goals and the operational reality of the CS team.

Requirements

Experience: 6+ years in Customer Success or Account Management, with at least 3 years in a multi-level leadership role (managing managers).
Strategic Mastery: Proven ability to build and scale CS playbooks in a SaaS or tech-enabled service environment.
Regulatory Expertise: Advanced understanding of the health insurance landscape, specifically reimbursement models like ICHRAs and QSEHRAs.
Data Fluency: Expert-level ability to use data (ChurnZero, Salesforce, BI tools) to tell a story and drive departmental decisions.

Nice To Haves

Licensed: Active Health Insurance License.
Systems Thinker: You don't just fix a problem for one client; you build a system so the problem never happens again for any client.

Responsibilities

Strategy Implementation: Convert the Senior Director’s vision into a comprehensive annual CS roadmap, focusing on churn reduction and lifetime value (LTV) expansion.
Scaling Operations: Identify and remove bottlenecks in the customer journey to allow the team to support a rapidly growing client base without sacrificing quality.
Economic Health: Own the department’s primary metrics, including Gross and Net Revenue Retention (GRR/NRR) and Net Promoter Score (NPS).
Management Oversight: Provide mentorship and direction to the Assistant Director to ensure team-wide consistency in coaching and performance management.
Culture Champion: Foster a high-accountability, mission-driven culture that balances "heart for service" with data-driven results.
Change Management: Lead the team through product pivots, regulatory changes (ACA/ICHRA), or internal shifts in technology.
Sales & Marketing Liaison: Partner with Sales to refine the "Ideal Customer Profile" (ICP) based on retention data and feedback from the CSM team.
Product Influence: Act as the "Voice of the Customer" at the leadership level, prioritizing feature requests that drive the most significant impact on retention and ease of use.
Executive Escalations: Serve as the senior-level contact for major broker partners and high-value enterprise accounts during critical milestones.