Director, Customer Success (CoE) in United States Embassy at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success (CoE) based in the United States.

We are seeking a strategic and experienced customer success leader to build and scale a Center of Excellence (CoE) customer success function within a rapidly growing healthcare technology environment.
This role will serve as a trusted advisor to executive-level clients, helping organizations achieve measurable outcomes through innovative healthcare solutions.
You will own the customer journey from onboarding through renewal, driving adoption, retention, expansion, and long-term value across a portfolio of enterprise accounts.
The position sits at the intersection of customer success, operations, sales, and product teams, requiring strong leadership and cross-functional influence.
You will have the opportunity to design scalable processes, establish best practices, and shape the future of a high-impact customer experience organization.
This is an ideal opportunity for a customer-focused executive who is passionate about improving healthcare outcomes through technology, data, and strategic partnerships.

The Director, Customer Success (CoE) will own the strategy, execution, and evolution of the customer success function, ensuring enterprise clients achieve their goals while supporting business growth and retention. This leader will establish scalable processes, strengthen executive relationships, and serve as the voice of customers across the organization.

• Build and scale the Customer Success function from the ground up, including defining the CS operating model, playbooks, account segmentation, health scoring, reporting structures, and sales-to-CS transition processes.
• Own strategic relationships with enterprise customers, acting as a trusted advisor to executive HR, benefits, and healthcare leaders.
• Manage customer portfolios by establishing regular engagement rhythms, identifying risks, addressing challenges, and ensuring alignment with customer objectives.
• Serve as the customer advocate internally, communicating customer priorities, operational needs, and opportunities to product, operations, and leadership teams.
• Lead customer reporting initiatives, including operational reviews, monthly performance reporting, executive business reviews, and strategic planning sessions.
• Analyze customer data and performance metrics to demonstrate ROI, identify trends, and provide actionable insights.
• Partner with sales teams to support account handoffs, renewals, expansion opportunities, and revenue growth initiatives.
• Develop and improve customer success processes, standards, and best practices to support organizational scale.
• Collaborate cross-functionally with operations, product, sales, and business teams to improve customer outcomes and resolve complex issues.
• Represent customer perspectives in strategic discussions and help influence product and service improvements.
• Travel periodically to meet with customers and participate in relevant industry events.

The ideal candidate is an accomplished customer success executive with deep experience managing complex enterprise relationships and building scalable customer programs. You should bring strong business acumen, healthcare industry knowledge, and the ability to influence senior stakeholders.

• 10+ years of progressive experience in Customer Success, Account Management, enterprise consulting, or related client-facing leadership roles.
• Proven experience managing and growing large enterprise accounts, particularly Fortune 100/500 employers, health plans, or similar organizations.
• Executive presence with the ability to build trusted relationships and influence C-suite HR, benefits, and business leaders.
• Strong understanding of customer success strategy, retention, expansion, account health management, and value realization.
• Experience building customer success functions, operating models, processes, and scalable frameworks.
• Ability to analyze business performance data, create executive-level reporting, and communicate actionable insights.
• Strong knowledge of employer benefits, digital health, healthcare technology, or value-based care environments.
• Experience with healthcare programs, Centers of Excellence (CoE), radiology, or specialized care solutions is highly preferred.
• Excellent communication, negotiation, and stakeholder management skills.
• Strategic thinker with strong problem-solving abilities and a customer-first mindset.
• Comfortable working in a fast-paced, evolving environment with high ownership and accountability.
• Ability and willingness to travel periodically for customer meetings and industry events.
• Strong interest in leveraging AI tools to improve productivity, decision-making, and customer outcomes.

• Competitive base salary range of $165,000 - $185,000 USD, plus discretionary bonus opportunities.
• Fully remote work environment.
• Comprehensive medical plans, including options with full premium coverage for employees and dependents.
• Dental and vision insurance.
• Flexible time off policy.
• 16 company-wide paid holidays.
• 401(k) retirement plan.
• Annual professional development stipend for courses, books, and learning opportunities.
• Annual wellness stipend supporting fitness, mental health, and personal well-being.
• Opportunity to work on technology-driven solutions that improve healthcare outcomes for millions of people.
• Collaborative environment focused on innovation, impact, and meaningful work.