Director of Customer Success

Company: Take Command

Position: Director of Customer Success

Location: Dallas, TX

Salary Range: $120,000-$150,000

About Take Command:

Take Command is a start-up on a mission to improve the healthcare system, starting with health insurance. Pragmatically speaking, we help employers reimburse employees for individual insurance instead of offering a traditional one-size-fits-all group plan. We believe this model can empower employees to be savvy healthcare consumers and have a transformative impact on the entire healthcare system.

You will join our Success Team at a really exciting time! Take Command is growing rapidly, and we want to scale intelligently while bringing a new health insurance model to market. This is an opportunity to play a major role in achieving that goal. Are you ready for this challenge?

Director of Customer Success Responsibilities:

• Set the overall vision and strategic plan for a book of business of critical clients, focusing on driving product adoption, leading a positive customer experience, and driving growth through renewals and net retention improvements
• Drive customer outcomes, product adoption and customer experience:
  • Lead the technical assessment as part of the sales process
  • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
  • Reduce churn and drive new business growth through greater advocacy and reference ability
• Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement.
• Build and develop a high performing team.
• Drive operational practices to track performance of teams and individuals.
• Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e. opportunities and risks).
• Reduce churn and drive new business growth.
• Deliver transformational leadership so that team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
• Address escalated client issues with a bias for action, orchestrating resources across the company as appropriate.

Director of Customer Success Requirements:

• Demonstrated progressive experience leading customer success managers, account management, or sales teams in a SaaS environment.
• Demonstrated progressive experience working cross-functionally with managers of teams in a SaaS company.
• Proven experience leading teams, driving new and expansion sales, driving software adoption and leveraging customer success best practices
• Proven ability to develop strategies, translate them into initiatives and track successful delivery
• Possesses a strong management presence and leadership ability with communication and interpersonal skills that inspire and motivate leaders and teams.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning.
• Able to be flexible and agile in responding to evolving business priorities and dealing with undefined processes.
• Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.

Take Command Perks: 

At Take Command, we’re excited to build a team and culture that reflects our values. We offer competitive pay, health benefits, and equity options to share with this position. We want you to be an owner along with us in revolutionizing healthcare!

• A generously funded ICHRA for medical, dental, and vision premiums and medical expenses. You’ll get to use our own product and we think that’s so exciting and rare!
• Unlimited paid time off in addition to regular company holidays.
• 401(k): 30-day eligibility for 2% match that vests immediately!
• We have two beautiful offices conveniently located at Holly Commons (Austin) and The Hill (Dallas). The kitchen is well stocked (with both alcoholic and non-alcoholic drinks) and we've designed both spaces to have lots of different areas to work--lounge on the couch or stand near your colleague at a kiosk desk.
• Paid parental leave for new parents
• Access to LinkedIn Learning
• Technology stipend--need a new laptop? We can help!
• Flexibility on where you work – we hope to see you around the office a few times a week, but you’re also able to work from home some.

More About Us

We secured our Series A funding last year and are thrilled to be able to expand our team. The health insurance industry needs some disruption and despite being a startup, we’re the recognized industry leaders for the reimbursement model.

We’ve been featured in The New York Times, The Wall Street Journal, The Dallas Morning News, and other publications around Texas and are excited about our growth opportunities.

Take Command knows diversity and inclusion among our teammates is integral to our company’s success and growth. Our vision is to recruit, develop, and retain the best team from a diverse candidate pool.

This has mostly been about us, but we’d love to hear from you--we can’t wait to hear your story!

*Take Command is an equal opportunity employer! We celebrate diversity and are committed to creating an inclusive environment for all employees.