Director of Customer Success (Digital Health)

Location: United States — remote, with an option to work from the headquarters in Des Moines, Iowa

Company

Telehealth support solutions are designed to streamline go-to-market care delivery for companies providing virtual support to patients across multiple specialties in all 50 states.

What you will do

• Own the scaled customer success strategy for SMB and mid-market customers.
• Design and optimize digital customer journeys across onboarding, adoption, renewal, and expansion.
• Build segmentation and coverage models, including digital-only, pooled, and hybrid approaches.
• Develop health-scoring frameworks, lifecycle triggers, in-app education, and automated outreach.
• Lead and mentor Scaled and Digital Customer Success Managers and Customer Success Operations partners.
• Track GRR, NRR, adoption, and engagement KPIs while testing and improving scalable programs.

Requirements

• 7+ years of experience in Customer Success, Customer Success Operations, or Growth roles.
• 3+ years of experience leading and developing customer-facing teams, preferably in a scaled or digital customer success environment.
• Proven experience owning and improving NRR in a SaaS or digital health business.
• Strong experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar tools.
• Data-driven approach with experience in experimentation, automation, and iterative improvement.
• Experience working in fast-growing or startup environments with evolving processes.

Culture & Benefits

• Flat organizational structure with encouragement to contribute ideas and take ownership.
• Values centered on autonomy, competence, and belonging.
• Medical, dental, and vision plans.
• Flexible Spending and Health Savings Accounts.
• Flexible paid time off, 401(k) with company match, life insurance, and pet insurance.