Hybrid Director of Customer Success Director of Customer Success

About The Role

As the Director of Customer Success, the primary responsibility is to enhance customer value and satisfaction. By focusing on retaining current business, expanding account revenue, and ensuring smooth adoption and prompt support, this role plays a critical part in expanding the company’s reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.

In this role, you will get to

- Cultivate retention of existing business by ensuring customers derive maximum value from products and services.

- Lead, mentor, and develop a Customer Success team.

- Partner with the Operations department to iterate on a customer health scoring mechanism based on SaaS success best practices.

- Grow existing account revenue by assisting customers in expanding usage of products and services across service lines.

- Provide monthly forecasts of renewal sales performance to the General Manager.

- Collaborate cross-functionally with the Product Manager to establish a CSAT baseline score.

- Create an efficient adoption process that ensures all customers successfully transition from initial purchase to active testing.

- Convert the existing Healthcare customer base to a new subscription model, iterating on incentives to retain and expand accounts.

- Advocate on behalf of customer needs to the Product team.

Requirements

- 5+ years of Customer Success experience, including 2+ years of management experience.

- Experience with SaaS solutions.

- Experience in a high-growth or small business environment.

- HealthTech / MedTech experience is a plus.

- Ability to set a clear vision and strategy.

- Proficient in identifying and addressing skill gaps within the team, facilitating training sessions for product knowledge and customer engagement enhancement.

- Strong communication and conflict resolution skills.

- Skilled in fostering cross-functional collaboration.

- Ability to understand the healthcare customer base, identifying needs, preferences, and potential objections.

- Capacity to create mechanisms for capturing customer feedback.

Physical Requirements for this position

- Remote work opportunity.

- Up to 5% travel for off-site team meetings.

- May require stationary positions (sitting or standing) for extended periods.

Benefits

- Medical, Dental, and Vision plans.

- Company paid basic life and AD&D insurance.

- Company paid short-term and long-term disability.

- Supplemental life insurance options.

- Company paid Employee Assistance Program (EAP).

- Retirement plan with discretionary company matching.

- Flexible Spending Account (FSA) and Health Savings Account (HSA) options.

- Premium subscription to Calm for employees and dependents.

- Paid time off (PTO), including 13 named holidays, 2 floating holidays, and 4 early-release half days.

- Flexible work arrangements.

- Work-from-home expense reimbursement.

- Tuition Reimbursement Program.

- Comprehensive company orientation and 30/60/90 Day Onboarding.