Director of Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Success based in the United States. This senior leadership role will shape the strategy, structure, and performance of a growing Customer Success and Implementation organization across the United States. You will lead teams through experienced managers and senior customer success professionals, building scalable practices that improve retention, adoption, and customer value. The role combines commercial accountability with operational leadership, giving you ownership of customer health, implementation excellence, and performance forecasting. You will work closely with Sales, Product, Marketing, and executive leadership to translate customer insights into business and product priorities. As an executive escalation point, you will build trusted relationships with strategic healthcare customers and guide complex renewals and risk situations. This is an opportunity to build a high-performing organization while contributing to technology and services that support healthcare professionals. Lead and develop the Customer Success and Implementation function across the United States, including Customer Success Managers, Implementation Specialists, team leads, and senior CSMs. Build a scalable organizational structure aligned with growth objectives, regional maturity, and evolving customer needs. Coach and develop second-line leaders while driving strong hiring, onboarding, capability development, and performance management practices. Own regional gross retention and churn targets, partnering closely with Sales on customer handoffs, account planning, renewals, and expansion opportunities. Establish structured account planning and risk-management processes for strategic accounts, ensuring churn risks are identified early and mitigation plans are executed effectively. Drive predictable and efficient implementations through clear timelines, scope management, customer readiness standards, and cost awareness. Standardize onboarding and implementation processes while allowing appropriate adaptation to customer and regional requirements. Monitor and improve key operational metrics, including time-to-go-live, implementation duration, implementation cost, customer readiness, and customer satisfaction. Establish consistent customer health scoring, adoption measurement, retention reporting, and forecasting methodologies. Own regional KPI performance across CSAT, product adoption, usage depth, retention, churn, implementation efficiency, and cost control. Serve as the executive escalation point for strategic and high-impact customer situations, maintaining strong relationships with senior customer stakeholders. Support complex renewals, high-risk accounts, and sensitive customer situations with sound commercial and relationship judgment. Identify structural inefficiencies and implement scalable processes, playbooks, documentation, operating models, automation, and tooling improvements. Build repeatable frameworks that improve operational consistency and reduce reliance on reactive solutions. Represent the voice of the U.S. customer across Product, Marketing, and Sales, ensuring customer feedback is prioritized based on data, business impact, and strategic relevance. Align Customer Success initiatives with broader growth objectives and product roadmap priorities. Provide executive leadership with accurate performance reporting, forecasts, customer health insights, and recommendations for continuous improvement. Requirements 7+ years of experience in Customer Success, Implementation, Customer Service, or a closely related function. 3+ years of experience in a leadership role managing Customer Success, Service, Implementation, or comparable customer-facing organizations. Demonstrated experience leading regional or distributed teams and developing managers, team leads, and senior customer-facing professio