Practice Area
Healthcare IT
Region|
Location
Remote
Company Location|
Position Id
49784

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
  • Flexible paid time off.
  • 11 Paid Holidays.
  • Health, Dental, Vision, Disability, and Life Insurance.
  • Parental Leave.
  • Pet Insurance.
  • 401(K) with Company Match.