Sr. Director of CS

Job Description

Client Summary:

Leading healthcare technology company providing an AI-native operating system purpose-built for behavioral health organizations
Unifies clinical, operational, financial, and compliance workflows including EMR, CRM, RCM, and business intelligence into a single integrated platform
Powers millions of episodes of care annually across a large and established base of facilities and users nationwide
Helps behavioral health organizations scale operations, reduce administrative burden, and improve patient outcomes through intelligent automation
Category-defining platform with deep market penetration and a long track record of serving the behavioral health industry at scale

Position Responsibilities:

Strategy & Business Leadership

Define and execute the CS strategy across all customer segments, balancing digital/scaled engagement with high-touch coverage where warranted.
Own CS OKRs and key metrics including gross retention, net retention, product adoption, and customer health scores.
Own and refine the operating model segmentation, coverage ratios, engagement cadences, and success plays that enables the team to scale efficiently.
Demonstrate P&L awareness; manage headcount and investment decisions in alignment with ARR and cost-to-serve targets.
Use product, market, and industry expertise to anticipate customer needs and competitive dynamics, and translate those insights into CS priorities.

Team Leadership & Development

Lead, coach, and develop a team of CSMs and a CS manager; build a culture of accountability, ownership, and continuous improvement.
Build development plans and succession pipelines; elevate manager effectiveness at scale.
Establish clear decision rights, accountability models, and operating rhythms that enable the team to execute with confidence.
Address performance proactively; recognize achievement and drive a high standard for both results and customer experience.

Customer Outcomes & Lifecycle Ownership

Own the customer journey: onboarding, adoption, value realization, renewal, and expansion.
Design and refine scaled and high-touch engagement models that deliver meaningful outcomes across a portfolio of behavioral health customers.
Leverage customer health data, usage signals, and feedback to proactively identify risk, drive adoption, and surface growth opportunities.
Resolve complex escalations with urgency, orchestrating internal resources across Support, Product, and Services as needed.

Cross-Functional Leadership

Champion enterprise-wide collaboration; resolve strategic conflicts and establish norms for cross-org execution on customer priorities.
Serve as the primary CS voice in leadership forums representing customer needs and influencing product roadmap, implementation priorities, and support investment.
Partner with Sales to define expansion triggers, renewal strategy, and CS-to-Sales handoffs.
Partner with Customer Enablement and Professional Services to ensure seamless customer experiences across the full lifecycle.
Shape the strategic narrative around CS performance for executive and board-level audiences.

Experience & Skills:
Required Experience and Qualifications:

8+ years in Customer Success, Account Management, or related functions with 4+ years leading people managers in a SaaS environment.
Demonstrated experience building and scaling CS organizations across multiple customer segments (SMB through enterprise).
Strong operational and analytical mindset; fluency in health scoring, renewal forecasting, and data-driven customer management.
Proven ability to navigate complex organizations and drive alignment across Sales, Product, and Services.
Experience with scaled and digital CS motions as well as high-touch enterprise engagement models.
Excellent executive communication skills, able to translate complex customer dynamics into clear strategy for senior stakeholders.
Adaptable and resilient; thrives in environments of change and ambiguity.

Preferred Experience and Qualifications:

Healthcare or health tech SaaS experience strongly preferred; behavioral health familiarity a plus.

Compensation $200k