Director, Customer Health Center of Excellence at Jobgether – United States

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Health Center of Excellence in United States.

This role is a strategic leadership position responsible for building and scaling a global Customer Health Center of Excellence (COE). The Director will define and standardize customer health frameworks, lead customer journey mapping, and ensure consistent, actionable insights across regions and segments. Acting as a trusted advisor to executive leadership, this position drives global customer experience strategy, risk management, and Voice of Customer initiatives. The role requires cross-functional influence across Sales, Customer Success, Delivery, Marketing, and Product teams, balancing global standardization with regional adaptation. You will lead programs that identify risks, improve customer outcomes, and strengthen long-term loyalty. This is a collaborative, high-impact environment where analytical rigor, strategic thinking, and operational excellence directly influence business growth and customer satisfaction.

• Establish and lead the global Customer Health COE, defining strategy, frameworks, governance models, and success metrics
• Develop a clear, globally consistent definition of customer health, ensuring adoption across regions, segments, and teams
• Lead global customer journey mapping to identify key moments and friction points, guiding cross-functional execution
• Own the Voice of Customer (VoC) strategy, integrating qualitative and quantitative feedback into actionable insights
• Deliver executive-level insights on customer health, sentiment, and experience, influencing strategic decisions
• Build and maintain standardized customer health playbooks, risk management resources, and success motions
• Collaborate with Enablement, CS leaders, Sales, Marketing, Finance, and Product teams to drive adoption and continuous improvement
• Lead initiatives to address systemic drivers of churn and dissatisfaction, improving global customer outcomes

Requirements:

• 10+ years of experience in customer success, customer experience, operations, strategy, or analytics within global organizations
• Demonstrated success building or scaling a Center of Excellence, customer health function, or global CX program
• Deep expertise with customer success platforms such as Gainsight and lifecycle analytics
• Proven ability to lead through influence across regions, cultures, and matrixed teams
• Strong analytical, systems-oriented mindset with the ability to simplify complexity and drive action
• Excellent executive presence, storytelling skills, and ability to synthesize data into insights
• Highly collaborative leader with demonstrated cross-functional impact
• Customer-obsessed with a passion for continuous improvement at scale
• Global mindset with the ability to balance standardization and regional flexibility

Benefits:

• Competitive salary and performance-based incentives
• Comprehensive healthcare, dental, and vision coverage
• Retirement savings plans with company contributions
• Paid time off and company holidays
• Flexible work arrangements and global collaboration opportunities
• Career growth, training, and professional development programs
• Inclusive, diverse, and collaborative culture emphasizing innovation and customer impact