Director, Customer Success

Summary

Join Unite Us as a Director, Customer Success and lead a team in driving customer satisfaction, retention, and growth. You will be responsible for developing and implementing strategies for customer engagement, implementation, and retention. Lead, coach, and develop a team of Customer Success Managers. Closely monitor customer health and serve as a point of escalation for risks. Collaborate with sales leadership to identify new business opportunities. Manage a significant book of business, ensuring high customer satisfaction and engagement. Develop and report on customer success KPIs. Oversee the customer lifecycle and proactively drive adoption. Build and maintain strong relationships with key stakeholders. Conduct high-level strategy discussions and drive the growth of the coordinated network. Deep knowledge of client budget and procurement cycles is required. This is a remote, U.S.-based position.

Requirements

• 8+ years of professional work experience suggested
• 6+ years of customer success, account management or directly related work experience preferred
• 2+ year of people management strongly recommended
• Demonstrated experience in managing a book of business and high-value strategic accounts
• Experience creating business strategies and proposing implementation methods
• Providers/Health Systems: 3+ years experience working in or with related entities

Responsibilities

• Lead CS team strategy for customer delivery and satisfaction including cultivating a network that reflects your customers’ needs
• Lead, coach, and develop a diverse team of Customer Success Managers in strategy development and long-term delivery of value based on unique customer needs and goals
• Establish team goals with CS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Closely monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales leadership to identify trends and uncover opportunities for new business and/or upselling
• Manage, grow, and retain a significant and complex book of business with ultimate accountability for ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals
• Develop and regularly report on customer success KPIs that will measure product adoption, user engagement, impact, and customer satisfaction
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Have an executive presence and the ability to navigate complex stakeholder relationships
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)
• Drive strategy and execution of the development and growth of the coordinated network based on the needs of Unite Us customers
• Partner cross functionally to ensure successful onboarding of clinical and community organizations into the networks
• Have deep knowledge of client budget and procurement cycles to reduce the risk of churn and drive retention
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary
• Run Quarterly Business Reviews for all accounts in your book of business

Benefits

• Medical, Dental, and Vision
• We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members
• Flexible Time OffTake what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays
• Paid Parental LeaveAdoptive parents are included
• Employee Resource GroupsChoose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace
• Spending AccountsWe offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer MatchEnjoy matching, immediate vesting and financial wellness resources
• Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
• Disability Coverage
• Accident Insurance
• Pet Insurance