Sr Director Customer Success
About The Position
We are seeking a strategic and customer-focused Senior Director of Customer Success to lead a high-performing team dedicated to client satisfaction, retention, and growth. In this role, you will oversee onboarding, engagement, and training programs while ensuring clients maximize the value of products and services. You will act as a trusted advisor to key accounts, build long-term relationships, and collaborate closely with Sales, Product, and Marketing teams to deliver a seamless customer experience. This position offers the opportunity to influence customer success strategy, drive adoption of best practices, and mentor a talented team in a dynamic and mission-driven environment.
Requirements
- Bachelorâs degree in Business, Healthcare Administration, or related field; advanced degrees preferred.
- 10+ years of experience in Customer Success, Account Management, or Client Services, with proven leadership experience.
- Strong interpersonal and communication skills, with the ability to build trust and influence at all organizational levels.
- Customer-centric mindset with a passion for delivering value and exceptional experiences.
- Analytical mindset with proficiency in data-driven decision-making, reporting, and metrics management.
- Strategic thinker with strong problem-solving abilities and adaptability in a fast-paced, evolving environment.
- Experience with CRM and Customer Success platforms such as Salesforce, HubSpot, or Gainsight.
Responsibilities
- Design and deliver structured onboarding programs, training sessions, and self-service resources for new and existing customers.
- Serve as the primary liaison for key accounts, resolving inquiries promptly and providing strategic guidance to help clients achieve their goals.
- Build strong relationships through regular check-ins, business reviews, and proactive account management.
- Identify upsell and cross-sell opportunities in collaboration with Sales to drive renewals and revenue growth.
- Mentor and develop the Customer Success team, supporting hiring, onboarding, and professional growth.
- Analyze feedback, usage data, and customer insights to recommend product and operational improvements.
- Define and track KPIs, review staffing and resource needs, and present performance metrics to senior leadership.
Benefits
- Competitive salary: $134,000 â $166,571 annually, commensurate with experience
- Hybrid work schedule with remote flexibility
- Medical, dental, and vision insurance
- Employer-paid life, AD&D, and short-term disability coverage
- Traditional and Roth 401(k) plans with employer match
- Paid time off, 14 holidays, and 4 floating holidays
- Paid medical, family, and parental leave
- Commuting benefits and professional development funds
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
11-50 employees
