Senior Director, 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 Senior Director, Customer Success based in United States.

Lead and scale a high-performing Customer Success organization within a rapidly growing digital healthcare environment.
You will own client health, retention, renewals, and expansion while building the systems and processes needed to deliver measurable value at scale.
The role combines strategic leadership with operational execution, including team development, customer operations, performance management, and executive relationship building.
You will work closely with Sales, Marketing, Product, and Clinical teams to strengthen client outcomes and identify opportunities for growth.
As a senior leader, you will establish a strong customer-centric culture and ensure the voice of the customer shapes product and business strategy.
You will also develop client advocacy programs that turn successful partnerships into references, case studies, and long-term champions.
This is an opportunity to influence healthcare delivery while building a scalable Customer Success function during a period of significant growth.

Accountabilities:
- Build, lead, mentor, and expand a high-performing Customer Success organization capable of supporting rapid enterprise growth.

- Establish scalable Customer Success processes, playbooks, operating standards, and performance metrics that drive consistency, efficiency, and quality across accounts.

- Develop and strengthen Customer Success leadership capabilities to support long-term organizational scalability.

- Implement appropriate systems, tools, dashboards, and reporting structures to provide visibility into client health, outcomes, risks, and opportunities.

- Own client health, renewals, retention, and net revenue retention, establishing clear accountability for customer outcomes and business performance.

- Partner with Sales to identify and execute upsell, expansion, cross-functional growth, and customer advocacy opportunities.

- Serve as executive sponsor for strategic accounts and develop strong relationships with senior client stakeholders and decision-makers.

- Create programs that turn successful customers into reference partners, case studies, advocates, and champions in the market.

- Drive operational rigor across implementation, account management, and ongoing customer support.

- Define and monitor KPIs, dashboards, and reporting to measure Customer Success impact and proactively identify risks.

- Ensure effective collaboration across Marketing, Product, Clinical, Sales, and other teams to deliver comprehensive customer value.

- Translate customer insights and feedback into actionable recommendations that influence product development, service delivery, and business priorities.

- Establish structured customer feedback mechanisms, including advisory councils and recurring feedback loops, to inform product and service roadmaps.

- Represent the customer perspective within leadership discussions and help shape company priorities and growth strategy.

Requirements:

- 12+ years of experience in Customer Success, Account Management, or related client-facing leadership roles.

- 5+ years of experience leading teams, including developing managers and scaling Customer Success organizations.

- Proven track record of owning retention and net revenue retention (NRR) targets and delivering measurable customer and business outcomes.

- Deep experience working with enterprise healthcare clients, including employers, health plans, and pharmacy benefit managers.

- Strong executive presence and demonstrated ability to build trusted relationships with C-suite stakeholders.

- Strong analytical and process-oriented approach, with experience using customer data, KPIs, and operational insights to improve outcomes and business growth.

- Demonstrated ability to build scalable processes, operating models, and syste