sam · 21 hours ago
Director of Customer Success
United States
Part-time
Remote
Director/Executive
$3,250/mo - $3,250/mo
7+ years expsam is a VC-backed, tech-enabled organization operating in the healthcare space, seeking a Fractional Director of Customer Success. This role involves leading and scaling customer success functions, focusing on onboarding, engagement, retention, and support processes to align customer outcomes with business goals.
Management Consulting
Responsibilities
Own and evolve the customer success and support functions, including onboarding, engagement, renewals, and escalation management
Define and implement customer success strategies that drive retention, satisfaction, and long-term customer value
Establish customer health scoring, success metrics, and reporting frameworks
Lead, mentor, and support customer success and support team members, including offshore or international teams
Improve workflows and processes across all customer touchpoints
Partner with product and operations teams to surface customer insights and inform roadmap and operational priorities
Proactively identify customer risk, churn signals, and expansion opportunities
Build scalable playbooks, documentation, and communication frameworks for customer-facing teams
Ensure consistency and quality of customer experience across multiple customers, teams, or business units
Qualification
Required
7+ years of experience in customer success, account management, or customer-facing leadership roles
Experience working within VC-backed, tech-enabled SaaS or platform companies
Direct experience supporting customers in healthcare or healthcare-adjacent environments, such as digital health, health tech, or pharmacy operations
Proven experience leading customer success or support teams, including performance management and coaching
Experience managing distributed and offshore customer success or support teams
Experience owning retention, renewal, and customer satisfaction outcomes
Strong ability to design, improve, and scale customer-facing processes in complex environments
Experience partnering closely with executive leadership and cross-functional stakeholders
Strong communication, leadership, and decision-making skills
Preferred
Experience in high-growth or scaling SaaS organizations
Familiarity with regulated or operationally complex customer environments
Experience supporting multi-entity or multi-location customers
Comfort operating in ambiguity and building structure where needed
Data-informed approach to customer success strategy and execution
Detail-oriented mindset with a focus on continuous improvement
Company
sam
Sam helps startups scale their workforce without scaling their headcount overhead.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase