Director of Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Success based in the United States.

This senior leadership role will shape the strategy, structure, and performance of a growing Customer Success and Implementation organization across the United States. You will lead teams through experienced managers and senior customer success professionals, building scalable practices that improve retention, adoption, and customer value. The role combines commercial accountability with operational leadership, giving you ownership of customer health, implementation excellence, and performance forecasting. You will work closely with Sales, Product, Marketing, and executive leadership to translate customer insights into business and product priorities. As an executive escalation point, you will build trusted relationships with strategic healthcare customers and guide complex renewals and risk situations. This is an opportunity to build a high-performing organization while contributing to technology and services that support healthcare professionals.

Accountabilities

• Lead and develop the Customer Success and Implementation function across the United States, including Customer Success Managers, Implementation Specialists, team leads, and senior CSMs.
• Build a scalable organizational structure aligned with growth objectives, regional maturity, and evolving customer needs.
• Coach and develop second-line leaders while driving strong hiring, onboarding, capability development, and performance management practices.
• Own regional gross retention and churn targets, partnering closely with Sales on customer handoffs, account planning, renewals, and expansion opportunities.
• Establish structured account planning and risk-management processes for strategic accounts, ensuring churn risks are identified early and mitigation plans are executed effectively.
• Drive predictable and efficient implementations through clear timelines, scope management, customer readiness standards, and cost awareness.
• Standardize onboarding and implementation processes while allowing appropriate adaptation to customer and regional requirements.
• Monitor and improve key operational metrics, including time-to-go-live, implementation duration, implementation cost, customer readiness, and customer satisfaction.
• Establish consistent customer health scoring, adoption measurement, retention reporting, and forecasting methodologies.
• Own regional KPI performance across CSAT, product adoption, usage depth, retention, churn, implementation efficiency, and cost control.
• Serve as the executive escalation point for strategic and high-impact customer situations, maintaining strong relationships with senior customer stakeholders.
• Support complex renewals, high-risk accounts, and sensitive customer situations with sound commercial and relationship judgment.
• Identify structural inefficiencies and implement scalable processes, playbooks, documentation, operating models, automation, and tooling improvements.
• Build repeatable frameworks that improve operational consistency and reduce reliance on reactive solutions.
• Represent the voice of the U.S. customer across Product, Marketing, and Sales, ensuring customer feedback is prioritized based on data, business impact, and strategic relevance.
• Align Customer Success initiatives with broader growth objectives and product roadmap priorities.
• Provide executive leadership with accurate performance reporting, forecasts, customer health insights, and recommendations for continuous improvement.

Requirements

• 7+ years of experience in Customer Success, Implementation, Customer Service, or a closely related function.
• 3+ years of experience in a leadership role managing Customer Success, Service, Implementation, or comparable customer-facing organizations.
• Demonstrated experience leading regional or distributed teams and developing managers, team leads, and senior customer-facing professionals.
• Proven ability to own retention and churn targets and understand the role of Customer Success in revenue protection, expansion, margins, and long-term customer value.
• Experience designing scalable processes, operating models, playbooks, and performance frameworks within growing organizations.
• Strong operational discipline with the ability to create structure, establish accountability, improve efficiency, and reduce complexity.
• Experience in healthcare technology, healthtech, or complex B2B SaaS environments is strongly preferred.
• Familiarity with multi-country or multi-region operations is advantageous.
• Strong strategic thinking and the ability to anticipate risks, identify structural gaps, and develop sustainable solutions rather than relying on reactive problem-solving.
• Excellent executive communication and stakeholder management skills, with the ability to influence senior customers and internal leadership.
• Strong commercial judgment and experience managing complex renewals, strategic accounts, customer risks, and expansion opportunities.
• Data-driven approach to customer health, KPI management, forecasting, and operational decision-making.
• Ability to collaborate effectively across Sales, Product, Marketing, Operations, and executive leadership.
• Adaptability and resilience when operating in fast-growing, resource-constrained environments, with the ability to make pragmatic trade-offs while maintaining high standards.
• A customer-first mindset combined with strong business acumen, leadership presence, and a commitment to continuous improvement.

Benefits

• Competitive compensation package with an attractive bonus scheme.
• Opportunity to make a meaningful impact on the future of healthcare through technology and customer success.
• Professional development opportunities, including continuous learning, training, and career growth.
• Opportunity to join a fast-growing international healthtech organization.
• Collaboration with an ambitious international team operating at the intersection of healthcare, technology, and education.
• Pension plan and commuting allowance.
• Access to OpenUp.
• Regular team activities, knowledge-sharing sessions, and social events.
• Modern work setup, including a laptop and home office equipment.
• Diverse and inclusive workplace where employees are supported, trusted, and empowered to grow.
• Fully remote working environment for the U.S.-based role.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.