Director of Customer Success
- Applicants must be local OR be willing to move to the Bonita Springs area within a reasonable time frame following their start date.**
- Lead customer success programs that drive product adoption, ongoing education, and long-term retention
- Define and track KPIs that measure adoption, engagement, satisfaction, and renewals
- Manage strategic customer relationships to ensure measurable outcomes and strong account health post-onboarding
- Collaborate with onboarding, training, and support teams to ensure smooth post-implementation transitions and a unified customer experience
- Partner with product, sales, and operations to translate customer insights into product and process improvements
- Develop scalable frameworks and best practices to enhance retention and customer value realization
- Drive customer advocacy and expansion through success stories, case studies, and reference programs
- Train, mentor, and recruit customer success team members
- Represent the voice of the customer in strategic planning and leadership discussions
- Travel as needed to trade shows and to meet with key accounts, attend customer onsite meetings, and support high-value renewal or expansion opportunities
- 5+ years of experience in customer success, account management, or client growth roles in healthcare/SaaS
- Proven record of success in driving customer adoption, engagement, and satisfaction, and translating insights into actionable growth strategies
- Excellent communication, negotiation, and consultative communication skills for engaging senior clinical and business stakeholders to promote solution adoption and strategic growth
- Tech-savvy with the ability to learn and communicate software solutions
- Detail-oriented with strong organizational and time management skills
- Demonstrated ability to build and mentor high-performing teams
- Experience with CRM systems (HubSpot or Salesforce preferred)
- Comfortable operating in a fast-paced, growth-stage environment with evolving processes
- Bachelor’s degree in business, healthcare administration, or equivalent professional experience
- Competitive base salary plus performance-based bonus
- Hybrid work model with flexibility and work-life balance
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Generous paid time off and holiday schedule
- Opportunity to grow within a mission-driven and innovative healthcare tech company
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