Optum · 7 hours ago
Associate Director, Customer Success - Remote
United States
Full-time
Remote
Lead/Staff, Director/Executive
$113K/yr - $193K/yr
5+ years expOptum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The Associate Director, Customer Success is responsible for defining and executing a customer success strategy for Enterprise Imaging Cloud solutions, focusing on customer retention, satisfaction, and growth through leadership of the Customer Success Manager team.
EducationHealth CareMedicalPharmaceutical
Responsibilities
Support the strategic direction of Customer Success Managers in alignment with business unit objectives and in collaboration w/ leadership stakeholders
Drive Customer Success Management objectives key results, key performance indicators (as derived from strategy)
Ensure Cloud customer success through value assurance services as defined by:
Customer empathy interviews
Customer Success Plans
Data-driven customer health KPIs
Aligned Customer Success Management services
Provide strategic, operational and 1:1 leadership to direct and indirect reports
Support and conduct talent management activities including:
Capacity planning
Hiring profiles
Hiring and onboarding
Ramp-up and performance coaching
Knowledge management and training alignment
Performance and compensation management
Succession planning
Support initiatives based on people, process and technology needs required to achieve customer success. Related deliverables include:
Strategic outline
Business case
Capital allocation request (CAR)
Project plan
Influence cross functional stakeholders to align around customer success strategies and initiatives
Coordinate existing programs and initiatives including (but not limited to):
Voice of the Customer
Customer perception insights
Response playbooks
Customer Journey Mapping
As a means of driving internal accountability
As a means of driving intentional customer experience
Customer Health Scoring
Customer Advocacy Generation
Provide escalation point for customer matters relating to customer success and the "voice of the customer"
Use key performance indicators and customer perception insights to identify and drive process improvement initiatives
Develop customer success strategy and function through best practice research, consultative engagements, and continuous learning
Provide executive status reporting in relation to Customer Success Management with focus on accomplishments, challenges, and mitigations
Foster a customer and employee-centric culture by celebrating success, supporting diversity, and cultivating innovation
Qualification
Required
5+ years in Customer Success and/or Account Management
3+ years of experience with People Management
Familiarity with customer success platforms (e.g., Gainsight) and CRM systems
Proven track record in strategic planning, customer lifecycle management, and team leadership
Proven solid analytical and problem-solving abilities
Proven excellent communication and stakeholder management skills
Ability to travel 25% of the time
Preferred
Experience in medical imaging and clinical workflow
Experience with software-as-a-service business models
Experience with customer success best practices
All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
Comprehensive benefits package
Incentive and recognition programs
Equity stock purchase
401k contribution
Company
Optum
Optum is a healthcare company that provides pharmacy services, health care operations, and population health management. It is a sub-organization of UnitedHealth Group.
10001+ employees
H1B Sponsorship
Optum has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (648)
2024 (559)
2023 (620)
2022 (851)
2021 (593)
2020 (438)
Funding
Current Stage
Late StageLeadership Team
Daniel Castillo
Chief Executive Officer, Optum Care Delivery
J
Jay Green
Chief Financial Officer
Recent News
2025-11-29
2025-11-19
2025-11-07
Company data provided by crunchbase