Customer Success Director (Healthtech)

TL;DR

Customer Success Director (Healthtech): Build irreplaceable relationships with health plan and employer customers, maximizing opportunities to serve patients with an accent on seamless implementations, ongoing customer experience, and strategic advocacy. Focus on delivering business reviews, mitigating risks, driving retention and expansion, and managing a Customer Success team.

Location: United States

Salary: $160,000-$190,000 plus eligibility for incentive plan

Company

Leading virtual medical practice providing technology-driven, personalized 24/7 care for women and children from family building through postpartum and pediatric needs.

What you will do

• Serve as primary point of contact and trusted advisor, building strong relationships and deep understanding of customer business and member needs
• Proactively ensure seamless implementations and deliver best-in-class ongoing customer experience
• Advocate for customer needs internally, collaborating cross-functionally to achieve outcomes
• Develop and deliver regular business reviews to demonstrate impact, identify improvements, and drive retention
• Identify and mitigate risks, escalating issues and driving resolutions
• Collaborate on strategic opportunities like presentations and enrollment campaigns
• Manage a Customer Success Manager and develop the team

Requirements

• 7-10 years in consulting, customer success, or project management, preferably 5+ years health tech/healthcare and 2+ years managing a team
• Strong project management and creative problem-solving with proactive, solution-oriented, customer-focused mindset
• Proven experience leading projects and priorities across external stakeholders and internal teams
• Exceptional written and verbal communication skills
• Self-motivated for fast-paced, metric-driven environment with track record in customer satisfaction, retention, and expansion
• Willingness to use data and research for new content areas

Nice to have

• Experience implementing solutions or managing relationships with health plans or employers
• Experience in virtual care or value-based care models

Culture & Benefits

• Fast-moving, well-funded, mission-driven startup environment with profound patient impact
• Cross-disciplinary collaboration, data-driven decisions, learning focus, patient-first approach
• Competitive healthcare benefits, generous equity, unlimited vacation
• Membership in First Round Network for mentorship and events
• Diverse, inclusive team valuing varied backgrounds