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NuvemRx · 1 day ago

Director, Customer Success

United States

Full-time

Hybrid

Lead/Staff, Director/Executive

3+ years exp

NuvemRx is a company focused on tech-enabled services and SaaS-based solutions. They are seeking a Director of Customer Success to lead a team of Customer Success Managers, ensuring customers achieve measurable outcomes and driving customer value and retention.

Health CareHospital

Responsibilities

Manage and develop a team of approximately 10 Customer Success Managers, providing coaching, direction, and ongoing performance feedback

Observe CSM customer interactions, QBRs, and scorecard reviews to ensure consistency, quality, and strong value communication

Build a culture centered around accountability, customer outcomes, and continuous improvement

Ensure CSMs deliver clear, measurable monthly customer outcome scorecards that articulate the value of our products and services

Oversee the creation, execution, and progression of customer success plans, ensuring alignment with customer goals and strategic initiatives

Provide strategic guidance to CSMs on program optimization and value realization opportunities

Own the customer health program, ensuring consistent monitoring of health scores, engagement, product adoption, and risk indicators

Develop and manage playbooks for early risk identification, escalation handling, and customer save motions

Partner with Sales to drive predictable, on-time renewals and support expansion readiness

Ensure customers maintain positive health trajectories and achieve long-term success with NuvemRx solutions

Act as the senior leader supporting customer escalations, coordinating with Product, Support, and Operations to drive timely resolution

Provide CSMs with guidance and talking points for executive conversations, challenging discussions, or sensitive account situations

Strengthen senior-level relationships with strategic customers as needed to reinforce support and confidence

Standardize customer success processes, playbooks, and operating rhythms to ensure consistency across the team

Drive adoption and effective use of Customer Success tools such as Salesforce to enhance visibility and forecasting accuracy

Partner cross-functionally to improve customer onboarding, customer insights, and lifecycle engagement models

Qualification

Customer Success LeadershipCustomer Health Scoring ModelsSaaS ExperienceData-Driven Decision MakingCustomer Success TechnologyCoaching SkillsCommunication SkillsOrganizational Skills