Senior Director, Customer Success

Summary

Join a dynamic team dedicated to improving the health and wellness industry by building innovative solutions for practitioners and their clients. We are seeking a strategic Senior Director of Customer Success to lead customer onboarding, retention, and success management.

Requirements

• SMB Experience: Proven experience working with small and medium businesses (SMB) to understand their unique challenges and needs
• Leadership Experience: A minimum of 7 years in a leadership role within customer success or related fields
• SaaS Experience: Preference for candidates with B2B SaaS experience
• Building Customer Journeys: Demonstrated experience in designing and implementing comprehensive customer journeys that enhance the overall client experience
• Customer Success Software: Proficiency in customer success software platforms such as Gainsight, ChurnZero, or similar tools
• Data Analytics Proficiency: Strong analytical skills with experience in data analysis. Proficiency in Tableau is a plus
• Strong interpersonal and communication skills, with the ability to build relationships with clients and internal stakeholders
• Analytical mindset with a focus on data-driven decision-making
• Bachelors in Business, STEM field a plus
• MBA a plus

Responsibilities

• Manage Customer Onboarding: Oversee and optimize the customer onboarding process to ensure a seamless experience for new clients in a scaled environment
• Customer Retention: Develop and implement strategies to improve customer retention rates and reduce churn
• Customer Success Management: Lead a team dedicated to managing customer success for large groups, ensuring clients achieve their desired outcomes with our products
• Collaboration with Customer Marketing: Partner with the Customer Marketing team to align efforts and enhance customer communication and engagement strategies
• Collaboration with Product Management: Partner with Product Management to ensure that customer feedback is incorporated into the roadmap
• People Leadership : Mentoring high potential employees and fostering a meritocracy
• Presenting to Senior Leadership: Participate in weekly, monthly and quarterly reviews
• Strategic Planning: Driving the strategic plan for the proactive CS functions

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)