Director of Customer Success

Summary

Join Tava Health, a Series B startup scaling access to behavioral healthcare, as their Director of Customer Success. You will lead and grow a team, ensuring high customer satisfaction and retention. Responsibilities include identifying upsell opportunities, using data to improve customer experience, developing onboarding playbooks, and mentoring your team. Success will be measured by high retention rates, customer goal achievement, team development, and efficient processes. This is a remote, full-time position with a flexible schedule and generous benefits.

Requirements

• Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company
• Strong strategic thinking skills, with experience designing segmentation, playbooks, and scalable engagement strategies
• Data-driven mindset, with the ability to define and track key metrics such as retention, churn, and customer satisfaction
• Exceptional communication and collaboration skills, with a proven ability to work across teams and present effectively to executive leadership
• Proven ability to manage complex enterprise relationships—understanding customer incentives, navigating dynamics, and aligning stakeholders—while coaching team members to do the same
• Demonstrated ability to navigate ambiguity and thrive in a fast-paced, evolving startup environment, balancing strategic priorities with day-to-day execution

Responsibilities

• Own customer retention goals, ensuring high levels of satisfaction and renewals
• Identify upsell and cross-sell opportunities, driving additional value for customers and revenue for Tava Health
• Use customer insights and data to proactively address risks and create strategies to improve the customer experience
• Develop and refine customer segmentation to ensure scalable and efficient management of accounts
• Build and implement repeatable, standardized playbooks for customer onboarding, engagement, retention, and expansion, creating consistency across the team
• Lead, mentor, and develop a small but growing team of Customer Success Managers, fostering a culture of accountability, feedback, and continuous learning
• Establish clear performance metrics and goals and equip team members with the frameworks, resources, and coaching needed to achieve them
• Represent the voice of the customer internally, collaborating cross-functionally with Product, Engineering, Data Science, Marketing, and Operations, to address customer needs and drive retention
• Work closely with Sales to support onboarding and ensure seamless handoffs

Benefits

• Enjoy working remotely in this full-time position
• Tava offers a flexible schedule
• Opportunities for growth
• A generous mental health benefit