Director - Customer Success

3 weeks ago

Dallas, United States Steer Health Full time

Director Of Customer SuccessAbout the Role: Steer Health is a mission-driven company that is transforming the healthcare experience with AI-powered patient engagement and practice automation. We are seeking a highly experienced and strategic Director of Customer Success to lead and scale our Customer Success team. You will be responsible for building a world-class post-sales organization, defining our customer success strategy, and ensuring our early-stage healthcare customers achieve their desired outcomes. This is a critical leadership role that will directly influence our retention, expansion, and long-term growth.Customer Success LeadershipBuild, scale, and lead the Customer Success organization, including Customer Success Managers, Implementation Specialists, and Support staff.Set a clear vision, define roles and career paths, and foster a culture of accountability, collaboration, and excellence.Establish consistent processes and methodologies for onboarding, training, success planning, and client engagement.Serve as an executive sponsor for strategic accounts, ensuring alignment between customer objectives and Steer Health's solutions.Optimize for GrowthDesign and execute data-driven strategies to deepen product adoption across Steer Health's suite of solutions, ensuring customers unlock maximum value.Develop playbooks and success frameworks that identify cross-sell and upsell opportunities within existing accounts. Partner with Sales to drive account expansion and maximize Net Revenue Retention (NRR).Collaborate with Product and Marketing teams to capture customer feedback, identify feature gaps, and co-create adoption campaigns.Implement lifecycle strategies to reduce churn risk and extend customer lifetime value (CLV).Customer Engagement & RetentionLead customer journey mapping to ensure a consistent and seamless experience from onboarding through renewal.Build strong relationships with executives and decision-makers in client organizations, positioning Steer Health as a trusted advisor.Monitor customer health scores, usage patterns, and engagement data; proactively address risks with targeted interventions.Drive customer advocacy by fostering referenceable clients, case studies, and participation in community forums or events.Ensure high renewal rates through structured QBRs, success reviews, and proactive engagement strategies.Operational ExcellenceDefine and manage KPIs for Customer Success, including adoption metrics, retention rates, NRR, CSAT, and time-to-value.Oversee the implementation of systems, tools, and automation (e.g., CRM, CS platforms) to support scale and efficiency.Analyze customer trends, churn drivers, and expansion opportunities; use insights to refine strategy and execution.Partner with Finance and Operations to forecast renewals, expansions, and churn with accuracy.Continuously refine processes to increase efficiency, scalability, and the impact of the CS team.

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