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Kipu Health · 1 day ago

Director, Customer Success - SMB

United States

Full-time

Remote

Director/Executive

7+ years exp

Kipu Health is focused on bettering the behavioral health landscape by helping treatment centers achieve the best outcomes. The Director, Customer Success SMB will lead a team to develop strategies and optimize processes to enhance customer satisfaction and retention in a high-volume customer segment.

Addiction TreatmentCloud InfrastructureHealth CareHealth DiagnosticsMedical

Responsibilities

Lead, coach, and develop a team of Customer Success Managers focused on driving product adoption, retention, and customer outcomes across a high-volume customer segment

Develop digital-first CS strategies, measurement frameworks, and metrics for scaled segments, layering high-touch support where needed

Own and optimize the digital customer journey (onboarding, adoption, value realization) via email, in-app messages, webinars, and self-service

Design and refine scalable engagement models that leverage automation, digital programs, and data insights to deliver meaningful customer experiences

Implement processes and success playbooks that enable efficient account coverage and proactive customer management

Analyze customer health metrics and feedback to identify trends, risks, and opportunities for continuous improvement

Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Collaborate cross-functionally with Sales, Product, Marketing, and Operations to ensure seamless customer journeys and maximize value realization

Represent SMB customer needs and feedback in leadership meetings and influence product roadmaps, implementation projects and support initiatives

Qualification

Customer Success ManagementSaaS ExperienceData-Driven Decision MakingPeople LeadershipOperational MindsetAgilityHealthcare SaaS ExperienceInterpersonal SkillsFlexibility