Director, Customer Success

Das ist der Job

Use AI-powered health score modeling and CRM data signals to detect churn risk before it materializes.

Darum lohnt es sich

Responsibilities Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability. Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency.

Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity. Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team.

Monitor and report on team-level KPIs: CSM retention rates, renewal conversion, health scores, enrollment pacing, and escalation metrics. Design and implement scalable processes, templates, and workflows that improve team efficiency and customer experience consistency.

Partner closely with the VP of Customer Success on CS strategy, capacity modeling, compensation frameworks, and team development roadmaps. Represent the CS team perspective in cross-functional discussions; translate team performance into clear, data-backed narratives for leadership.

Demonstrated track record of owning team-level retention and expansion outcomes in B2B, healthcare, or managed services. Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting.

Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery. Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions.

Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead. Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders.

Partner with Sales and Implementation leadership to ensure smooth handoffs and a seamless customer journey from onboarding through long-term retention. Partner with the CSL Manager on program-level strategy: enrollment forecasting, site-level capacity planning, and CSL deployment decisions.

Collaborate with Sales and Implementation to sequence new site deployments, ensure proper CSL staffing, and set each new site up for successful enrollment ramp. Define program performance benchmarks and hold the CSL Manager accountable to monthly and quarterly targets; identify structural gaps and build corrective plans.

Build and own AI-augmented reporting workflows that surface portfolio risk to leadership without requiring manual data assembly. Surface people, process, and tooling gaps proactively to the VP before they become material risks.

Requirements 7+ years of progressive experience in Customer Success or client services, with at least 3 years in a direct people management role. Proven ability to coach and develop CS professionals across multiple levels — from early-career to senior individual contributors.

Experience building or refining scalable playbooks, operating rhythms, and CS infrastructure in a high-growth environment. Strong proficiency with CRM and CS tooling (HubSpot, Salesforce, Gainsight, or equivalent) — you manage by data, not gut feel.

Hands-on experience with AI tools in a professional CS context — not exploration, but active daily use with measurable output. Excellent communication, facilitation, and executive presentation skills. Experience working cross-functionally with Sales, Implementation, Clinical, or Finance in a matrixed organization.

Bachelor\'s or Master\'s degree in Business, Management, or Healthcare Administration preferred. #J-18808-Ljbffr