Director of Customer Success
Teton
full-time
Posted on:
Location Type: Remote
Location: United States
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Job Level
About the role
- Own customer retention and overall health across all US accounts
- Own 1-2 high priority accounts in the first 6 months
- Lead and manage the US Customer Success team, including hiring, onboarding, performance management, and career development
- Own go live readiness and implementation quality for all US customers
- Establish and run the operating cadence for US Customer Success, including metrics, reviews, and escalation paths
- Act as the executive escalation point for customer issues and cross functional blockers
- Partner closely with Account Management to support expansion readiness and customer outcomes
- Drive consistency and quality across pilots, implementations, onboarding, and ongoing adoption
- Build and maintain Customer Success playbooks, processes, and tooling in partnership with Customer Growth leadership
- Collaborate with Product, Engineering, and Deployment to surface customer insights and improve delivery at scale
- Provide clear visibility into customer performance, risks, and trends through reporting and metrics
- Travel as needed to customer sites to support key accounts and critical moments in the customer lifecycle
Requirements
- 7 plus years experience in Customer Success, Implementation, or Customer Operations within SaaS or healthcare technology
- Prior experience leading and scaling Customer Success teams
- Strong systems thinker with experience building repeatable processes
- Comfortable operating in a fast growth, ambiguous environment
- Strong executive presence and ability to manage complex stakeholder relationships
- Experience working with healthcare, senior living, or regulated environments preferred
- Willingness to travel regularly
- Valid driver’s license
Benefits
- Competitive compensation with stock options
- Opportunity to help shape the structure and future of Teton’s customer success organization
- A mission driven environment where your work directly impacts how care is delivered and measured globally
- 401(k) plan
- Paid time off
- Health insurance
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentionimplementation qualityperformance managementmetricsreportingprocess buildingcustomer insightscustomer lifecycle
Soft skills
leadershipteam managementexecutive presencestakeholder managementsystems thinkingadaptabilitycommunication
Certifications
valid driver’s license