Director, Customer Success
Nuvem
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Manage and develop a team of approximately 10 Customer Success Managers, providing coaching, direction, and ongoing performance feedback.
- Observe CSM customer interactions, QBRs, and scorecard reviews to ensure consistency, quality, and strong value communication.
- Build a culture centered around accountability, customer outcomes, and continuous improvement.
- Ensure CSMs deliver clear, measurable monthly customer outcome scorecards that articulate the value of our products and services.
- Oversee the creation, execution, and progression of customer success plans, ensuring alignment with customer goals and strategic initiatives.
- Provide strategic guidance to CSMs on program optimization and value realization opportunities.
- Own the customer health program, ensuring consistent monitoring of health scores, engagement, product adoption, and risk indicators.
- Develop and manage playbooks for early risk identification, escalation handling, and customer save motions.
- Partner with Sales to drive predictable, on-time renewals and support expansion readiness.
- Ensure customers maintain positive health trajectories and achieve long-term success with NuvemRx solutions.
- Act as the senior leader supporting customer escalations, coordinating with Product, Support, and Operations to drive timely resolution.
- Provide CSMs with guidance and talking points for executive conversations, challenging discussions, or sensitive account situations.
- Strengthen senior-level relationships with strategic customers as needed to reinforce support and confidence.
- Standardize customer success processes, playbooks, and operating rhythms to ensure consistency across the team.
- Drive adoption and effective use of Customer Success tools such as Salesforce to enhance visibility and forecasting accuracy.
- Partner cross-functionally to improve customer onboarding, customer insights, and lifecycle engagement models.
Requirements
- Bachelor’s degree in business, healthcare administration, or related field.
- Prior experience in customer success or account management, with at least 3+ years managing teams in a SaaS or tech-enabled services environment.
- Demonstrated success in improving customer outcomes, driving retention, and supporting renewals.
- Experience with customer health scoring models, success plans, and outcome-based scorecards.
- Strong communication skills with the ability to support CSMs in customer-facing executive conversations.
- Highly organized, data-driven, and skilled in guiding teams through structured processes and frameworks.
- Experience using Customer Success technology (Gainsight, Salesforce, HubSpot, Totango, etc.).
- Knowledge of healthcare or pharmacy-related workflows helpful but not required.
- Experience implementing customer segmentation or tiering strategies.
- Background in coaching CSM teams within fast-paced, growing organizations.
Benefits
- equal employment opportunities (EEO) to all employees and applicants
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementcustomer health scoring modelssuccess plansoutcome-based scorecardscoachingteam managementdata-driven decision makingcustomer segmentationrisk identificationprogram optimization
Soft skills
communicationorganizationalleadershipstrategic guidancerelationship buildingaccountabilitycontinuous improvementperformance feedbackexecutive conversation supportcross-functional collaboration