Director of Customer Success

Role Description The Director of Customer Success is a full-time, remote role responsible for leading customer success strategy and execution across the organization. This role oversees the customer success team, setting goals, coaching team members, and ensuring consistent, high-quality interactions that align with our mission and service standards. Day-to-day responsibilities include developing customer success programs, monitoring client health and engagement, and implementing proactive initiatives to drive satisfaction, retention, and expansion within key accounts. The Director will collaborate closely with operations, marketing, and service delivery teams to optimize the end-to-end customer experience, resolve escalated issues, and identify opportunities to improve processes. This role also involves analyzing customer data, reporting on key metrics, and presenting insights to leadership to guide decision-making and support sustainable growth.

Qualifications

Demonstrated ability to drive Customer Satisfaction and Customer Experience through structured programs and continuous improvement. Proven track record in Customer Retention and Account Management, including managing strategic accounts and renewal/upsell initiatives. Strong Team Leadership skills, with experience leading, mentoring, and scaling customer-facing teams in a service-oriented environment. Experience building customer success frameworks, playbooks, and KPIs, ideally within health, wellness, or service-based businesses. Excellent communication, relationship-building, and conflict-resolution skills, with a customer-centric mindset. Comfort working in a remote environment, with strong organizational skills and the ability to manage multiple priorities. Analytical skills to interpret customer data, segment accounts, and develop actionable insights for improving engagement and retention. Bachelor’s degree in business, communications, or a related field, or equivalent professional experience; prior leadership in Customer Success, Client Services, or Account Management is highly beneficial.