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 leading, coaching, and developing a team of Customer Success Managers, and ensuring the team is equipped to deliver meaningful outcomes for customers. 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 role requires a strong operational and analytical mindset, the ability to navigate complex organizations, and experience in both scaled and digital customer success motions as well as high-touch enterprise engagement models. Excellent executive communication skills are essential, as is the ability to be adaptable and resilient in the face of change. While not mandatory, experience in healthcare or health tech SaaS, particularly with a focus on behavioral health, is strongly preferred.