Senior Director of Customer Success

The Company is seeking a Senior Director of Customer Success to lead the strategic and business aspects of the customer success function. The successful candidate will be responsible for defining and executing the customer success strategy across all customer segments, with a focus on balancing digital and high-touch engagement. This role involves owning key metrics such as gross retention, net retention, product adoption, and customer health scores, and demonstrating P&L awareness in managing the team. The Senior Director will also be tasked with team leadership and development, including coaching and building a culture of accountability, as well as owning the customer journey from onboarding to expansion. Cross-functional leadership is essential, as the role requires championing enterprise-wide collaboration and serving as the primary voice for customer success in leadership forums. Applicants must have a minimum of 8 years' experience in customer success, account management, or related functions, with at least 4 years in a leadership role within a SaaS environment. The ideal candidate will have a strong operational and analytical mindset, proven experience in scaling customer success organizations, and the ability to navigate complex organizations to drive alignment. Experience in healthcare or health tech SaaS is strongly preferred, with a focus on behavioral health familiarity. The role demands excellent executive communication skills, the ability to be adaptable and resilient, and a proven track record of driving customer outcomes and lifecycle ownership.