Director, Customer Success (Medmo)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Success (Medmo) based in United States.** This is a senior Customer Success leadership role at the intersection of client strategy, healthcare operations, and commercial growth. You will own relationships across a portfolio of major healthcare organizations and serve as a trusted advisor to regional and executive stakeholders. The role combines account retention, expansion, performance reporting, and strategic relationship management. You will also help build and mature the Customer Success function, establishing scalable processes, health metrics, and operating rhythms. Success will depend on your ability to translate data into clear business insights and demonstrate measurable ROI. You will work closely with Sales, Operations, Product, and other internal teams in a fast-moving, remote-first environment. The role offers meaningful exposure to healthcare transformation and the opportunity to influence how organizations improve patient access and care coordination. ### Accountabilities: - **Customer Success Function Building:** Define and evolve the Customer Success operating model, including playbooks, account health scoring, segmentation, QBR standards, reporting cadences, and structured sales-to-customer-success handoffs. - **Account Retention and Expansion:** Own customer retention and growth across a strategic portfolio, identifying expansion opportunities through executive relationship management, performance data, and demonstrated return on investment. - **Executive Relationship Management:** Serve as the primary relationship owner for key accounts, maintaining trusted partnerships with senior and executive stakeholders through regular business reviews, strategic conversations, issue resolution, and proactive opportunity identification. - **Client Advocacy:** Represent customer priorities throughout onboarding and ongoing operations, ensuring business objectives, requirements, and concerns are clearly communicated internally and that issues are appropriately escalated and resolved. - **Customer Reporting and Insights:** Lead recurring operational and business reporting, including monthly updates, QBRs, and annual strategic meetings. Analyze operational data and exports to identify trends, demonstrate performance, uncover risks, and generate actionable recommendations. - **Sales-to-CS Handoff:** Establish and manage a structured account intake process following contract close, ensuring scope, pricing, commitments, customer expectations, and other relevant information are clearly transferred from Business Development to Customer Success. - **Cross-Functional Collaboration:** Partner closely with Sales, Operations, Product, and other teams to improve customer outcomes, resolve challenges, strengthen processes, and identify opportunities for account growth. - **Customer and Industry Engagement:** Travel periodically to meet customers in their markets and participate in selected industry events, with travel expected to vary over time and anticipated at approximately three two-day trips per quarter. ### Requirements - **Professional Experience:** 10+ years of progressive experience in Customer Success, Account Management, Operations, or a related customer-facing leadership function within primary care, value-based care, digital health, healthcare technology, or health plan environments. - **Executive Presence:** Demonstrated success managing senior and executive stakeholders, with the confidence, communication skills, and presence required to lead conversations with C-suite executives and clinical leadership. - **Healthcare Expertise:** Deep understanding of how physician organizations operate, make decisions, define success, and measure performance across complex healthcare environments. - **Healthcare Domain Knowledge:** Experience with Medicare Advantage, primary care, and/or value-based care programs is strongly preferred. - **Strategic and Commercial Mindset:** Ability to connect customer performance, ROI, operational outcomes, and business objectives to retention and expansion opportunities. - **Analytical Skills:** Strong ability to work with customer and operational data, identify meaningful insights, and turn analysis into clear recommendations for executive audiences. - **Communication and Collaboration:** Excellent written and verbal communication skills, with the ability to influence stakeholders and collaborate effectively across Sales, Operations, Product, and other functions. - **AI Fluency:** Comfortable adopting AI-powered tools in day-to-day work and enthusiastic about using emerging technologies to improve productivity, analysis, customer engagement, and business processes. - **Working Style:** Comfortable operating in a remote-first, rapidly scaling environment that requires autonomy, adaptability, strong judgment, and a hands-on approach to building new processes and capabilities. ### Benefits - **Competitive Compensation:** Base salary ranging from **$165,000 to $185,000**, depending on qualifications, experience, skills, competencies, expertise, and location. - **Performance Incentive:** Eligibility for a discretionary bonus in addition to base compensation. - **Comprehensive Healthcare:** Choice of three medical plans, including one option with **100% of premiums covered for employees and dependents**, plus dental and vision coverage. - **Flexible Time Off:** Flexible paid time off designed to give employees the autonomy to take time away when needed. - **Company Holidays:** 16 company-wide holidays annually. - **Retirement:** 401(k) retirement plan. - **Professional Development:** Annual professional development stipend that can be used toward courses, books, and other career-development activities. - **Wellness Support:** Annual wellness stipend that can be used for fitness, mental health, or other eligible wellness expenses. - **Remote-First Flexibility:** Remote-first work environment with periodic customer and industry travel, anticipated at approximately three two-day trips per quarter. - **Meaningful Impact:** Opportunity to contribute to healthcare transformation, improve access and care coordination, and help deliver better outcomes for patients. - **AI-Enabled Environment:** A workplace where AI is integrated into everyday workflows and employees are encouraged to build fluency with emerging AI tools and capabilities.