Director of Customer Success
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Job Description
Director of Customer Success at Tucuvi, leading a team to enhance customer engagement in AI healthcare. Focused on driving retention, satisfaction, and revenue growth.
Responsibilities:
- Lead Customer Success team, reporting directly to the CEO.
- Responsible for customer retention, engagement, NPS, and revenue expansion.
- Grow the team, coach and support its members, and build scalable customer success operations.
- Evaluate and optimize customer success workflows and communications.
- Collaborate closely with Sales, Product, and Marketing.
- Define clear ownership and targets for CS key metrics (retention, NRR, NPS).
- Drive improvements in retention and NRR by implementing scalable playbooks and data-driven interventions.
- Build executive-level relationships within key customer accounts.
Requirements:
- >8 years in customer success, implementation, or account management in healthcare.
- Proven experience building, leading, and scaling high-performing CS teams.
- Strong strategic and operational mindset, with the ability to operate hands-on.
- Primary ownership in strategic account relationships for a sustained time period.
- Demonstrated success driving retention, expansion, and revenue growth.
- A data mind: an understanding of the key metrics to monitor and how to effect improvement in them.
- Fluent communication both in Spanish and English.
- Based in Spain.
Benefits:
- Fix and variable salary
- Flexible benefits through Cobee (ticket restaurant, transport, nursery...)
- Remote work in an async environment.
- Flexible working hours.
- Teambuildings three time per year.
- 23 days per year + your birthday + 6 local and regional holidays added to your calendar (so we can choose when to enjoy them).
- Budget for training and personal development.
- A laptop (Mac or Linux) + the equipment that you need (screen…).
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