Director, Customer Success
Steer Health
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build, scale, and lead the Customer Success organization, including Customer Success Managers, Implementation Specialists, and Support staff
- Set a clear vision, define roles and career paths, and foster a culture of accountability, collaboration, and excellence
- Establish consistent processes and methodologies for onboarding, training, success planning, and client engagement
- Serve as an executive sponsor for strategic accounts, ensuring alignment between customer objectives and Steer Health’s solutions
- Design and execute data-driven strategies to deepen product adoption across Steer Health’s suite of solutions
- Develop playbooks and success frameworks to identify cross-sell and upsell opportunities; partner with Sales to drive account expansion and maximize NRR
- Collaborate with Product and Marketing to capture customer feedback, identify feature gaps, and co-create adoption campaigns
- Implement lifecycle strategies to reduce churn risk and extend customer lifetime value (CLV)
- Lead customer journey mapping to ensure a consistent and seamless experience from onboarding through renewal
- Build strong relationships with executives and decision-makers, positioning Steer Health as a trusted advisor
- Monitor customer health scores, usage patterns, and engagement data; proactively address risks with targeted interventions
- Drive customer advocacy by fostering referenceable clients, case studies, and participation in community forums or events
- Ensure high renewal rates through structured QBRs, success reviews, and proactive engagement strategies
- Define and manage KPIs for Customer Success, including adoption metrics, retention rates, NRR, CSAT, and time-to-value
- Oversee the implementation of systems, tools, and automation (e.g., CRM, CS platforms) to support scale and efficiency
- Analyze customer trends, churn drivers, and expansion opportunities; use insights to refine strategy and execution
- Partner with Finance and Operations to forecast renewals, expansions, and churn with accuracy
- Continuously refine processes to increase efficiency, scalability, and the impact of the CS team
Requirements
- At least 5+ years of experience in a customer success leadership or management role, with a proven track record of managing and growing a team of CSMs
- Strong experience in the healthcare or health-tech industry, with a deep understanding of the unique challenges and opportunities in the space
- Demonstrated experience working in a fast-paced, early-stage startup environment; comfortable building processes from scratch and thriving in ambiguity
- Exceptional communication, leadership, and analytical skills
- Proven ability to influence stakeholders and drive results