Director, Customer Success

Nsight

Director of Customer Success at Nsight Health with management of CSM team and strategic oversight. Empowering healthcare providers through AI-enabled technology and real-time data for chronic care management.

Posted 6/6/2026full-timeRemote • 🇺🇸 United StatesLead💰 $125,000 - $155,000 per yearWebsite

Tech Stack

Tools & technologies

Assembly

About the role

Key responsibilities & impact

Directly manage, coach, and develop a team of Senior CSMs and CSMs — serving as their primary manager for all operational matters, escalations, and performance accountability.
Conduct regular 1:1s focused on account health, pipeline visibility, and professional development; deliver end-of-year performance reviews and goal-setting.
Own low-level and mid-level escalations; step in directly on at-risk accounts and model best-in-class de-escalation and relationship recovery.
Lead PIP, hiring, and offboarding decisions at the CSM level without requiring executive approval for operational decisions.
Identify individual skill gaps and design targeted coaching plans; build and refine playbooks that elevate team capability and execution consistency.
Leverage AI tools (Claude, ChatGPT, CRM automation) to build smarter coaching workflows, flag at-risk accounts earlier, and automate manual overhead.
Own team-level retention and expansion outcomes across the entire CSM portfolio — accountable for the number, not just the activity.
Refine and enforce playbooks for upsell, cross-sell, renewals, and de-escalation to ensure consistent execution across the CSM team.
Maintain active visibility into high-value and strategically critical accounts; build trusted relationships with clinical, operational, and executive stakeholders.
Partner with Sales and Implementation leadership to ensure smooth handoffs and a seamless customer journey from onboarding through long-term retention.
Use AI-powered health score modeling and CRM data signals to detect churn risk before it materializes.
Partner with the CSL Manager on program-level strategy: enrollment forecasting, site-level capacity planning, and CSL deployment decisions.
Collaborate with Sales and Implementation to sequence new site deployments, ensure proper CSL staffing, and set each new site up for successful enrollment ramp.
Define program performance benchmarks and hold the CSL Manager accountable to monthly and quarterly targets; identify structural gaps and build corrective plans.
Monitor and report on team-level KPIs: CSM retention rates, renewal conversion, health scores, enrollment pacing, and escalation metrics.
Design and implement scalable processes, templates, and workflows that improve team efficiency and customer experience consistency.
Build and own AI-augmented reporting workflows that surface portfolio risk to leadership without requiring manual data assembly.
Partner closely with the VP of Customer Success on CS strategy, capacity modeling, compensation frameworks, and team development roadmaps.
Represent the CS team perspective in cross-functional discussions; translate team performance into clear, data-backed narratives for leadership.
Surface people, process, and tooling gaps proactively to the VP before they become material risks.

Requirements

What you’ll need

7+ years of progressive experience in Customer Success or client services, with at least 3 years in a direct people management role.
Demonstrated track record of owning team-level retention and expansion outcomes in B2B, healthcare, or managed services.
Proven ability to coach and develop CS professionals across multiple levels — from early-career to senior individual contributors.
Experience building or refining scalable playbooks, operating rhythms, and CS infrastructure in a high-growth environment.
Strong proficiency with CRM and CS tooling (HubSpot, Salesforce, Gainsight, or equivalent) — you manage by data, not gut feel.
Hands-on experience with AI tools in a professional CS context — not exploration, but active daily use with measurable output.
Excellent communication, facilitation, and executive presentation skills.
Experience working cross-functionally with Sales, Implementation, Clinical, or Finance in a matrixed organization.
Bachelor's or Master's degree in Business, Management, or Healthcare Administration preferred.

Benefits

Comp & perks

Competitive base pay: $125,000 – $155,000 annually.
Additional Compensation: Performance-Based Bonus: Eligible for an annual bonus based on company and individual performance.
Benefits Include: PTO Medical, Dental, Vision, and supplemental insurance options 401(k) Plan with 3.5% Company Match Company-provided equipment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer success managementcoachingperformance accountabilityde-escalationrelationship recoveryplaybook developmentKPI monitoringAI tools usageCRM data analysiscapacity planning

Soft Skills

communicationfacilitationexecutive presentationteam developmentcross-functional collaborationproblem-solvingstrategic thinkingrelationship buildingcoaching and mentoringgoal-setting