Director of Customer Success

Summary

Join DexCare as their experienced Director of Customer Success! You will own and manage executive relationships with strategic customers, lead a growing team, and influence lifetime value through expanded product adoption and customer satisfaction. This role requires driving customer loyalty, implementing customer success plans, and partnering with various departments. You will act as a customer advocate, identifying future software needs and industry trends. The ideal candidate will have 10+ years of progressive management experience in SaaS or subscription enterprise software, strong leadership skills, and deep knowledge of the US healthcare industry. DexCare offers a competitive salary, equity, and a comprehensive benefits package.

Requirements

• 10+ years of progressive management experience leading customer success, account management, or professional services teams, with significant time spent in a SaaS or subscription enterprise software company
• Comfortable diving in and cultivating product knowledge needed to expertly operate Customer Success functions
• Proven experience leading customer teams and leveraging customer success best practices
• Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery with a bias towards action
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
• Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
• Ability to be flexible and agile in responding to evolving business priorities and comfort in dealing with ambiguity
• Excel at customer executive relationship management within the healthcare industry
• Have deep knowledge of the US healthcare industry and its operations
• Earned a bachelor's in business or related field

Responsibilities

• Drive customer loyalty, ensure our customers are satisfied and realizing measurable value from our products, support, and services
• Direct the creation and implementation of customer-specific success plans across our entire customer base
• Partner with Commercial Sales, Engineering, and Product Management to drive overall customer satisfaction
• Direct the development and execution of business plans that achieve our retention, growth, margin, and budget objectives
• Act as a customer advocate within the organization, identifying future software requirements, industry trends, and opportunities to make product recommendations and feed Voice of Customer
• Select, manage, coach, and motivate customer-facing leaders to build relationships and drive improved operational results for our customers
• Develop a team of Customer Success Managers who deeply understand our customers’ objectives and become trusted right-hand advisors

Benefits

• Eligible for Annual Bonus
• Healthcare benefits, short/long-term disability coverage, life insurance, and 401k
• Paid Parental Leave
• Eight paid holidays & Unlimited PTO
• Hybrid and remote working arrangements