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A health tech company, is hiring a Director of Customer Success to build and lead a high-performing CS organization that drives outstanding customer outcomes, adoption, and expansion across an enterprise client base.
This is a builder role for a leader who thrives in multi-stakeholder, regulated environments and can translate clinical and wellness programs into measurable business value for organizations. You’ll own the customer lifecycle—onboarding, implementation, adoption, renewals, and expansion—and serve as the champion for customer health, outcomes reporting, and executive engagement.
What You’ll Do
This is a builder role for a leader who thrives in multi-stakeholder, regulated environments and can translate clinical and wellness programs into measurable business value for organizations. You’ll own the customer lifecycle—onboarding, implementation, adoption, renewals, and expansion—and serve as the champion for customer health, outcomes reporting, and executive engagement.
What You’ll Do
- Own the customer lifecycle – Define and operationalize the end-to-end journey from contracting through renewal and expansion.
- Implementation & launch – Create and execute implementation playbooks (project plans, enablement assets, communications toolkits) to achieve time-to-value targets with minimal client lift.
- Adoption & outcomes – Establish success plans with executive sponsors, drive engagement and measurable outcomes, and deliver standardized QBRs.
- Renewals & expansion – Forecast renewals, identify whitespace, and lead upsell/expansion opportunities in partnership with Sales.
- Customer health & analytics – Build a health scoring model (adoption, utilization, satisfaction, support signals) and KPI dashboards for internal and external reporting.
- Voice of the Customer – Systematize feedback loops to Product and Operations; influence the roadmap with insights from client cohorts and reviews.
- Enablement & education – Deliver client toolkits, member engagement journeys (email/SMS/in-app), and administrator training.
- Operations & tooling – Implement CS tooling (CRM, project management, ticketing/knowledge base), SOPs, and SLAs across teams.
- Compliance & trust – Partner with Legal/Privacy and Security teams on regulatory requirements (e.g. data privacy, anti-spam, data residency) and support audits or risk reviews.
- Leadership & team – Hire, coach, and scale a team of Implementation Managers, CSMs, and Support Specialists with clear roles, playbooks, and performance metrics.
- Experience: 10+ years in Customer Success, Account Management, or Services, including 4+ years leading teams in enterprise, multi-stakeholder, or regulated settings
- Builder/operator mindset: Proven ability to create playbooks, metrics, and teams from early stage to scale; skilled in portfolio segmentation.
- Executive presence: Confident engaging with C-suite executives, procurement, and compliance stakeholders.
- Commercial acumen: Skilled in renewals, expansions, and value realization; comfortable negotiating and partnering with Sales.
- Analytical rigor: Proficient in cohort analysis, health scoring, and outcomes reporting; data-driven decision maker.
- Communication: Clear, empathetic communicator; excellent facilitator for client meetings, town halls, and executive readouts.
- Trust & compliance: Familiar with data privacy, regulatory frameworks, and customer IT/security reviews.
IQ PARTNERS is committed to operating an inclusive, barrier-free recruitment and selection process, and we encourage candidates of every race, gender, age, religion, identity, and experience to apply for this position. We’d be happy to provide accommodation for any candidate that requires assistance due to a disability or medical need. Please contact us at 416-599-4700 or by email at [email protected] to discuss specific accommodations.
Job Title:
Director of Customer Success
Type:
Permanent / Full Time
Job ID:
#521216
Apply For This Job
Director of Customer Success
Type:
Permanent / Full Time
Job ID:
#521216
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Apply For This Job
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