1h ago
Senior Director, Customer Success Strategy
New York (Hybrid)
full-timedirector Hybridmental health care
Tech Stack
Description
You will architect and refine the strategy, processes, and insights powering Customer Success at scale, owning the operating model for efficiency and transparency. This role drives cross-functional collaboration to ensure a data-driven CS organization that retains and expands revenue predictably.
Requirements
- Leadership experience in customer success strategy or operations
- Expertise with Gainsight or similar CS platforms
- Strong cross-functional collaboration skills with Sales, Marketing, Data Science, Product
- Proven ability to design scalable processes and drive adoption
- Experience building executive sponsor and customer reference programs
Responsibilities
- Design, document, and optimize end-to-end CS workflows including onboarding, QBRs, renewals, upsells, and escalations
- Drive CS enablement with playbooks, templates, and training for consistency and efficiency
- Establish executive-ready performance reporting for cross-functional visibility
- Serve as product owner for Gainsight: roadmap, configuration, data integrity, integrations
- Own customer health model evolution integrating product engagement, clinical outcomes, and sentiment
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