Director of Customer Success, US

Teton.ai

7d•$160,000 - $190,000•Remote

About The Position

Teton is building a real-time, multimodal AI data platform for point-of-care settings. Its computer-vision system helps senior living care teams automate documentation, manage resident acuity, streamline workflows, identify fall risk, and respond when falls occur. The Director of Customer Success, US, leads the team responsible for delivering measurable customer outcomes across Teton’s US senior living portfolio. This hands-on leadership role combines direct customer engagement with strategy for scaling Customer Success. The director leads and develops US Customer Success Managers, works closely with Account Management, Clinical, Deployment, and Product, and serves as a peer to the UK & EU Customer Success Director. The role reports to the VP of Customer Experience. Success includes achieving measurable outcomes at every community, maintaining a healthy and engaged customer portfolio, supporting retention in partnership with Account Management, delivering a strong customer experience, and building a high-performing team. Targets are set with the manager and reviewed quarterly. The position is primarily remote anywhere in the US, with regular travel to client communities and team gatherings. Compensation is a $160,000–$190,000 base salary plus participation in Teton’s warrant program.

Requirements

Proven Customer Success leadership, including building and leading CSM teams.
Experience leading Customer Success for complex, multi-site customers in a high-growth B2B company.
Track record of measurable customer outcomes and retention.
Strong data fluency, including using customer health, usage, and outcome data to manage the business and coach a team.
Executive presence with operator leadership and credibility in difficult conversations.
Experience in a startup or scale-up, including leading through ambiguity, changing priorities, and rapid growth.
Outcome-driven approach focused on changes for residents, staff, and operators.
Demonstrated ownership, hands-on leadership, strategic direction-setting, and ability to build structure while adapting quickly.
Professional, results-driven approach; ability to uphold high standards while supporting people’s growth.
Curiosity about AI, computer vision, and how new technology is adopted in care settings.

Nice To Haves

Healthcare technology experience, ideally in senior living, post-acute, or long-term care.
Experience leading clinical or operational change in care settings.
Familiarity with HubSpot, Notion, and modern collaboration tools.

Responsibilities

Make measurable customer outcomes the standard across the US portfolio, including fewer falls, faster responses, timely care assessments, and care revenue that reflects delivered care.
Ensure operators can see Teton’s value in their own data and personally step in when communities are not achieving results.
Hire, develop, and retain Customer Success Managers who understand the product and take ownership of customer results.
Set and uphold standards for customer engagement.
Scale the team through small, customer-aligned pods led by player-coaches who continue to manage customers.
Develop and evolve Customer Success career paths.
Own customer health across the US portfolio, identify risks early, and act on them.
Partner with Account Management on retention, ensuring renewals are supported by proven outcomes; Account Management owns renewals and expansion.
Help operators incorporate Teton into care-team routines and care planning to sustain adoption.
Partner with the Clinical Solutions Lead on clinical credibility with nursing leaders and clinical playbooks.
Partner with Deployment to ensure clean transitions from go-live to steady state.
Provide Product with a clear, consolidated voice of the customer.
Set targets with the manager and review progress quarterly across customer outcomes, customer health, retention, customer experience, and team performance.