Director of Customer Success

A growing healthcare technology company is seeking a Director of Customer Support to lead its U.S. customer support organization. This fully remote leadership role is for a customer-focused professional who can build strong teams, improve customer satisfaction, and implement AI-driven workflows and process improvements.

Responsibilities

Lead and develop a U.S. customer support organization of 50+ agents through front-line managers and senior leaders. Improve customer satisfaction, NPS, service quality, and the overall customer experience. Evaluate and implement AI workflows to improve efficiency, response times, and support operations. Strengthen escalation processes and deliver a consistent, high-touch customer experience. Coach and develop support leaders while driving accountability and performance. Partner with Product and Development teams to address customer feedback and improve the customer experience. Use customer data and performance metrics to identify opportunities for continuous improvement. Support new product readiness and cross-functional service initiatives. Qualifications 8+ years of B2B customer support leadership experience. Experience leading managers and senior managers within a tiered support organization. Background in healthcare B2B SaaS, Demonstrated success improving customer satisfaction, NPS, and operational performance. Hands-on experience implementing AI workflows within customer support operations. Experience with Zendesk or similar customer support platforms. Strong process improvement, escalation management, and leadership development skills. Ability to deliver a high-touch, customer-first experience in a complex B2B environment.