Mosai

Customer Success Manager

• Lead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier.
• Help recruit, hire, and retain top CS talent as the organization scales.
• Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier.
• Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships.
• Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services.
• Partner with Account Management to ensure clean alignment between the success motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs.
• Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and maintain a consistent customer experience.
• Partner cross-functionally with Product, Professional Services, and Support to represent the voice of your customer segment and drive systemic improvements to the customer experience.
• Provide accurate visibility into team activity, account health, and retention risk through Salesforce and reporting tools.
• Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships.

Director of Customer Success – Strategic Accounts

Vice President

• Lead and scale a multi-functional organization spanning Implementation, Customer Support, Training, Professional Services, and Physician Enablement
• Build a high-performance, metrics-driven culture focused on accountability, customer outcomes, and continuous improvement
• Own the end-to-end implementation lifecycle from kickoff through go-live, while driving improvements in speed, predictability, and quality of implementations.
• Ensure seamless coordination across all delivery functions to provide a cohesive customer experience, leveraging implementation frameworks, playbooks and SLAs
• Own support performance, including SLA adherence, response times, and resolution quality while implementing proactive support strategies that enhance customer satisfaction and retention
• Partner closely with Technical Operations to resolve integration challenges and improve system reliability
• Continuously evaluate opportunities to optimize delivery efficiency and profitability for Mosai customers
• Develop and scale measurable onboarding and training programs that accelerate time-to-competency and driving adoption
• Lead scalable physician enablement programs that drive operational efficiency and physician buy-in on e-signature solutions
• Provide feedback loops to Product and Engineering to improve product delivery and customer experience
• Leverage data and insights to drive decision-making and continuous improvement initiatives

Director of Customer Success – Strategic Accounts

VP, Customer Delivery