Director, Customer Success

Role Overview

• Own and shape the success of our customer accounts, driving measurable outcomes across expansion, adoption, satisfaction, and long-term value.
• Document, build, and scale the structure for Customer Success Managers (CSMs), leading and mentoring them to ensure they deliver exceptional service and achieve customer goals.
• Own the customer accounts and work to identify opportunities for expansion, ensuring customers derive maximum value from Tom’s AI-powered healthcare solutions.
• Serve as the lead Customer Success Manager for the first clients, ensuring their onboarding, utilization, and satisfaction with the product.
• Actively engage with customers and lead by example, while also building a team that will take over ongoing customer management.
• Collaborate closely with the Product team to define success metrics, reporting structures, and data visualizations that accurately reflect customer outcomes, engagement, and satisfaction.
• Partner with the Value-Based Care (VBC) Product Manager to align customer success goals with VBC initiatives.
• Drive the adoption of best practices within the Customer Success team, ensuring consistent and high-quality service delivery across customer accounts.
• Track, report, and follow up on the adoption, value, utilization, and engagement of Tom services with customers.
• Continuously monitor and assess customer health, utilizing success metrics and feedback loops to identify risks and opportunities for proactive engagement and account growth.
• Lead and grow the Customer Success Manager team, ensuring they have the tools, resources, and support needed to succeed.
• Ensure that the Customer Success team is well-equipped with the knowledge and training to handle new product offerings, updates, and services.

Requirements

• 12+ years of relevant experience in Customer Success, Account Management, or a related field, with at least 5 years in a leadership or team-building role within the healthcare technology space.
• Proven experience managing P&L ownership and leading customer success efforts at scale, particularly in start-ups and SaaS or AI-driven solutions in healthcare or a similar industry.
• Strong player-coach mindset, with the ability to mentor and develop a team while also actively managing key customer accounts.
• Exceptional leadership, coaching, and mentorship skills, with a focus on building a high-performing team that can deliver exceptional results across customer accounts.
• Deep understanding of customer success principles, with a proven track record of driving customer retention, engagement, and expansion.
• Experience in managing complex customer accounts and navigating the full customer lifecycle, from onboarding to long-term relationship management.
• Solid understanding of AI-driven healthcare platforms, SaaS products, and the healthcare technology landscape.
• Ability to quickly become an expert on Tom and similar services, with a passion for educating both internal teams and customers on new product features and best practices.
• Strong collaboration skills, with the ability to partner with internal teams such as Product, Enablement, and Technical Implementation to drive customer success outcomes.
• Excellent communication and presentation skills, capable of conveying complex information to both technical and non-technical stakeholders.
• Expertise in using data-driven insights to track customer success metrics, measure adoption, and assess overall product utilization.
• Experience with CRM and success management tools (Salesforce, Gainsight, HubSpot, etc.) and ability to create reports and dashboards that drive decision-making.

Benefits

• Medical, Vision and Dental Plans
• Tax-Advantage Savings Accounts (FSA & HSA)
• Life Insurance and Disability Insurance
• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days)
• Employee Assistance Program
• 401k with company match
• Employee Resource Groups
• Employee Discount Program
• Learning and Development Opportunities
• And much more...