Associate Director, Customer Success (HealthTech)

TL;DR

Associate Director, Customer Success (HealthTech): Leading a team of Customer Success Managers to ensure health, retention, and growth of Commercial and SMB customer segments with an accent on account health signals and renewal strategies. Focus on scaling repeatable CS processes, optimizing net revenue retention, and translating customer feedback into product improvements.

Location: Remote (US); Must be able to work CST or EST hours and travel to NYC headquarters quarterly

Salary: $146,000 - $168,000

Company

A global AI-native mental health company on a mission to eliminate every barrier to mental health through personalized support and technology.

What you will do

• Lead, coach, and develop a team of CSMs supporting Commercial and SMB books of business.
• Own portfolio health and retention, using account health signals to prioritize team activities.
• Manage recurring risk and renewal reviews, ensuring documented action plans for at-risk accounts.
• Partner with Sales, Renewals, and Deal Desk to manage upcoming renewals and expansion opportunities.
• Translate customer feedback and escalation trends into recommendations for Product and Support teams.
• Standardize playbooks, onboarding, and account planning practices to improve consistency and scale.

Requirements

• 3+ years of experience in Customer Success or Account Management.
• 2+ years of direct experience managing a Customer Success team.
• Proven track record of owning a book of business with defined retention and renewal targets.
• Ability to build and scale repeatable CS processes and account health frameworks.
• Proficiency in Salesforce or similar CRM tools for data-driven action.
• Must be based in the US and able to work EST/CST hours.

Nice to have

• Experience in the benefits, healthcare, or mental health sectors.
• Experience with Gainsight or similar customer success platforms.
• Experience managing distributed or fully remote teams.

Culture & Benefits

• Comprehensive Health, Dental, and Vision insurance starting day one, including HSA and FSA plans.
• Employer-sponsored 401(k) match of up to 2%.
• Free access to the hirify.global network of therapists, coaches, and medication providers.
• Generous parental leave (18 weeks for birthing, 16 for non-birthing parents) after 6 months.
• Professional development reimbursement up to $1,000 per year.
• Additional perks including Noom, Carrot fertility care, and Wellhub subscriptions.