Customer Success Director
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Job Description
Customer Success Director at Castlight Health defining customer success strategy and managing executive client relationships. Leading design and implementation of customer success infrastructure and frameworks.
Responsibilities:
- Set the strategic vision for customer success across the organization, defining engagement models, success metrics, and client lifecycle frameworks.
- Own relationships with the most strategically significant clients, personally engaging at the executive level on matters of program direction, escalation, and growth.
- Lead design and continuous refinement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention frameworks.
- Partner with sales, clinical, and product leadership to align customer success strategy with enterprise commercial and product priorities.
- Evaluate and drive adoption of technology and tooling that scales customer success capabilities across the team.
- Lead customer success professionals, setting quality expectations, establishing team standards, and developing functional expertise.
- Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction, retention risk, and expansion opportunity.
Requirements:
- Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise account leadership in healthcare or health technology.
- Deep expertise in designing and scaling customer success programs with direct accountability for retention and growth outcomes.
- Exceptional executive relationship management and communication skills.
- Strong analytical capability with experience building portfolio-level performance frameworks.
- Expert knowledge of health plan, employer, or value-based care markets.
- MBA or advanced degree preferred.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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