Director of Customer Success

Role Description The Director of Customer Success is a full-time remote role responsible for leading customer success strategies and execution across Flourish’s client portfolio. This position oversees onboarding, engagement, and retention efforts to ensure clients realize the full value of Flourish’s health, fitness, nutrition, and wellness programs. Day-to-day responsibilities include managing key accounts, monitoring customer satisfaction metrics, guiding renewal and expansion opportunities, and proactively addressing client needs. The Director will build, mentor, and support a customer success team, standardize processes, and collaborate with operations, program delivery, and leadership to enhance customer experience and outcomes. This role also involves developing best practices, capturing client feedback, and driving continuous improvement in service delivery and workforce wellness initiatives.

Qualifications

Strong customer satisfaction and customer experience skills, with the ability to design and refine client-centric processes. Proven customer retention and account management experience, including managing renewals, expansions, and long-term relationships. Demonstrated team leadership capabilities, including mentoring, coaching, and building high-performing customer success teams. Experience working with organizational wellness, workforce health, or service-based consulting environments is highly beneficial. Excellent communication, presentation, and relationship-building skills across diverse stakeholder groups. Data-driven approach to measuring customer outcomes, identifying risks, and implementing improvement strategies. Ability to thrive in a remote setting, manage multiple priorities, and collaborate effectively across virtual teams. Bachelor’s degree in business, health-related fields, or a relevant discipline; advanced degree or certifications in customer success or account management are a plus.