Director of Customer Success

Siftwell Analytics•Charlotte, NC

About The Position

As a Director of Customer Success at Siftwell, reporting to the Head of Customer Success, your primary objective is to ensure our clients obtain maximum value from our population health and related solutions, driving meaningful change for their members and organizations. You will play a pivotal role in guiding clients post-sale and fostering a seamless experience throughout their journey with us. Your responsibilities include driving adoption, supporting onboarding and implementation, ensuring ongoing client success, and securing renewals. You will serve as an essential Siftwell liaison for our clients, enhancing their utilization of Siftwell's solutions and ensuring seamless integration into their health and wellbeing programs and point solutions. Your expertise in population health and care management workflows will be instrumental in improving health outcomes and reducing total cost of care (TCOC) for the members our clients serve. As a trusted advisor, you will work with our clients to understand their intricate workflows and challenges, identifying how Siftwell’s solutions can address their core needs. Your role involves ensuring deadlines and commitments are met while continually innovating to serve our clients better. Your success will depend on your analytical skills, business acumen, and deep empathy for users to ensure that our solutions are configured to best meet our clients’ needs. This position requires travel up to 25% for client engagement and success. All new hires are subject to a one-time drug screening in accordance with Siftwell’s PHI compliance policies.

Requirements

Bachelor’s degree and a minimum seven (7) years of experience in Customer Success, Account Management, Client Services, or Management Consulting, preferably in SaaS, data, or technology-enabled organizations.
Minimum three (3) years of experience in healthcare operations, healthcare technology, or healthcare-adjacent environments.
Demonstrated ability to manage complex, multi-stakeholder client relationships, including executive-level stakeholders.
Proven experience leading client onboarding, implementation, and long-term adoption of SaaS or analytics-driven platforms.
Strong operational mindset, with experience building or running repeatable processes, workflows, and success frameworks.
Comfort working in fast-moving, ambiguous environments where structure is still being built.
Strong business and data fluency, with the ability to interpret analytics, KPIs, and performance trends to guide client outcomes.

Nice To Haves

RN, LCSW or other relevant licensing.
Graduate degree.

Responsibilities

Serve as the primary point of contact and strategic relationship owner for assigned customers, driving onboarding, adoption, retention, and long-term success.
Build and maintain trusted, multi-level relationships with clinical, operational, and executive stakeholders within client organizations to effectively integrate Siftwell solutions.
Lead client onboarding and implementation efforts, partnering with Product, Data, and Engineering to ensure seamless integration.
Own and evolve Customer Success workflows, playbooks, and operational systems to ensure consistent, scalable client delivery.
Design and manage Customer Success reporting, tools, success dashboards, and internal documentation to drive visibility and performance.
Analyze the customer journey and facilitate structured success reviews, identifying opportunities to deepen adoption and drive measurable outcomes.
Act as the internal voice of the customer, translating client feedback into actionable insights for Product, Growth/Marketing, and Data/Engineer teams.
Support late-stage prospect engagements by contributing implementation planning, operational insight, and success strategy.
Partner with Growth and Product to support renewals, identify expansion opportunities, and proactively manage customer health and churn risk.