Associate Director of Customer Success, Scaled Accounts

Job Description

What you'll be doing:

Lead, mentor, and develop a team of customer success managers, fostering a culture of accountability, collaboration, and continuous improvement;

Establish clear team objectives and KPIs aligned with customer success goals and company priorities;

Provide coaching and career development opportunities to drive individual and team performance;

Develop and execute strategies to improve customer satisfaction, retention, revenue growth and advocacy for clients with up to 5,000 lives;

Partner closely with cross-functional teams, including Sales, Product, and Marketing, to ensure seamless onboarding and value realization;

Act as an escalation point to address complex client challenges, demonstrating a proactive and solution-oriented approach;

Support your customer success managers who own the end-to-end client implementation process, ensuring seamless onboarding experiences that set the foundation for long-term success.

Design and implement processes, tools, and frameworks to deliver scalable and automated customer success services;

Leverage data and analytics to monitor client health, forecast churn risk, and identify opportunities for deeper engagement;

Develop self-service resources, training materials, and digital tools to enhance the client experience and improve operational efficiency;

Collaborate with the Sr. Director of Customer Success to define and execute the department's strategic goals;

Monitor team performance and operational effectiveness, continuously identifying areas for improvement.

What you need to have:

Bachelor’s degree in Business Administration, Economics, Finance, or a related field; Master’s degree preferred;

Minimum of 5 years in a leadership role within Customer Success or a related field, with a proven track record of strategic planning, implementation management, and portfolio growth;

Exceptional leadership and team management abilities;

Strong operational and strategic planning skills with a focus on execution;

Excellent communication, negotiation, and relationship-building skills;

Proficiency in data-driven decision-making and customer success technology (e.g., Looker, Salesforce).

What we would love to see:

Experience in the healthcare or technology sectors;

Familiarity with Saas, digital health solutions and services;

Demonstrated ability to drive customer success initiatives and improve customer satisfaction metrics.

To ensure you feel good solving a big Human problem, we offer:

A stimulating, fast-paced environment with lots of room for creativity;

A bright future at a promising high-tech startup company;

Career development and growth, with a competitive salary;

The opportunity to work with a talented team and to add real value to an innovative solution with the potential to change the future of healthcare;

A stimulating environment with room for creativity;

A flexible environment where you can control your hours (remotely) with unlimited vacation;

Access to our health and well-being program (digital therapist sessions);

Remote or Hybrid work policy.