Director, Customer Success - Health Plans & Digital Health

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Success - Health Plans & Digital Health in the United States.

This leadership role sits at the intersection of customer success, healthcare innovation, and data-driven decision-making, overseeing strategic relationships across health plans and digital health organizations. You will guide a specialized Customer Success team while directly engaging with high-value clients to ensure they realize measurable outcomes from advanced data and API-driven solutions. Acting as both a leader and hands-on contributor, you will manage complex implementations, drive adoption, and mitigate risks across large-scale deployments. The role requires strong executive presence, deep domain expertise, and the ability to translate customer needs into actionable insights for internal teams. In a fast-paced and mission-driven environment, you will play a critical role in improving healthcare outcomes through better data utilization and customer engagement.

• Lead and manage a team of Customer Success Managers, providing coaching, performance oversight, and professional development while fostering a high-performance culture.
• Serve as the senior escalation point for complex customer challenges, resolving issues related to operations, data, APIs, and strategic alignment with urgency and confidence.
• Build and maintain executive-level relationships with stakeholders across health plans and digital health organizations, ensuring long-term partnership success.
• Own and deliver Quarterly Business Reviews (QBRs), adoption reviews, and strategic planning sessions focused on value realization and growth.
• Oversee onboarding, data integration, and API implementation processes in collaboration with Product, Engineering, Data, and Support teams.
• Proactively identify risks to retention and renewal, implementing mitigation strategies to ensure customer satisfaction and long-term success.
• Partner with Sales to drive expansion opportunities, aligning solutions with evolving customer priorities and market needs.
• Translate customer feedback into actionable insights, influencing product development and internal priorities.
• Monitor and drive key performance metrics including retention, expansion revenue, NPS, and overall customer health.

Requirements:

• 5–10+ years of experience in Customer Success, Account Management, or similar roles within health-tech, payer-focused, or digital health environments.
• Deep expertise in health plans, payer systems, or digital health platforms, including knowledge of provider data ecosystems, compliance requirements, and care navigation solutions.
• Proven experience managing enterprise-level relationships and handling complex customer escalations.
• Prior leadership experience managing and developing customer-facing teams.
• Strong understanding of API-driven SaaS products and data-intensive environments.
• Exceptional communication, presentation, and stakeholder management skills, with the ability to influence executive audiences.
• Ability to balance strategic leadership with hands-on execution in a player-coach capacity.
• Comfortable working in fast-paced, evolving environments with high expectations for impact and results.

Benefits:

• Base salary range: $140,000 – $170,000 USD per year, plus performance-based commission.
• Equity participation through stock options.
• Comprehensive health, dental, and vision insurance coverage.
• Generous paid time off and company-wide wellness days.
• Retirement savings options and financial wellness support.
• Flexible work arrangements with remote work opportunities.
• Health and charitable contribution stipends.
• Access to employee resource groups and professional development opportunities.
• Opportunity to work in a mission-driven organization shaping the future of healthcare.