What are the responsibilities and job description for the Director of Customer Success position at Direct Recruiters, Inc.?
Director of Customer Success
We are a fast-growing SaaS platform in the digital health space seeking a Director of Customer Success to lead and scale our customer success organization. This role is ideal for someone passionate about healthcare innovation and experienced in building strong, trusted relationships with provider organizations, while driving expansion and revenue growth within existing accounts.
What You’ll Do
- Lead the Customer Success team to drive adoption, retention, and expansion (upsell and cross-sell) across healthcare provider and partner accounts
- Build and execute scalable playbooks for onboarding, engagement, ongoing support, and account growth
- Serve as a strategic partner to customers, ensuring they achieve measurable outcomes, ROI, and increasing value over time
- Identify expansion opportunities within existing accounts and partner closely with Sales on upsells and account growth strategy
- Develop frameworks for tracking KPIs, customer health scores, churn risk, and expansion signals
- Collaborate with Sales, Product, and Operations to represent the voice of the customer and influence roadmap and packaging
- Recruit, mentor, and grow a high-performing Customer Success team as the company scales
What We’re Looking For
- 5 years of experience in Customer Success, Account Management, or related roles, with at least 3 years in a leadership position of Director or Higher.
- Strong background in SaaS is required. Experience in healthcare technology or digital health is a plus. Proven experience driving upsell, cross-sell and expansion SaaS revenue in a growth-stage Tech Startup environment
- Demonstrated success improving retention, expansion ARR, and customer lifetime value
- Strong operational mindset with the ability to design and execute scalable CS and expansion processes
- Excellent communication and relationship-building skills at both executive and operational levels
- A data-driven leader who balances strategic vision with hands-on execution