Tava Health · 5 hours ago

Director of Customer Success

Salt Lake City, UT

Full-time

Remote

Director/Executive

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Responsibilities

Own customer retention goals, ensuring high levels of satisfaction and renewals.

Identify upsell and cross-sell opportunities, driving additional value for customers and revenue for Tava Health.

Use customer insights and data to proactively address risks and create strategies to improve the customer experience.

Develop and refine customer segmentation to ensure scalable and efficient management of accounts.

Build and implement repeatable, standardized playbooks for customer onboarding, engagement, retention, and expansion, creating consistency across the team.

Lead, mentor, and develop a small but growing team of Customer Success Managers, fostering a culture of accountability, feedback, and continuous learning.

Establish clear performance metrics and goals and equip team members with the frameworks, resources, and coaching needed to achieve them.

Represent the voice of the customer internally, collaborating cross-functionally with Product, Engineering, Data Science, Marketing, and Operations, to address customer needs and drive retention.

Work closely with Sales to support onboarding and ensure seamless handoffs

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementB2B ExperienceEnterprise Relationship ManagementStrategic ThinkingCollaboration SkillsTeam DevelopmentRetention MetricsCustomer SegmentationPlaybook Design

Required

Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company.

Strong strategic thinking skills, with experience designing segmentation, playbooks, and scalable engagement strategies.

Data-driven mindset, with the ability to define and track key metrics such as retention, churn, and customer satisfaction.

Exceptional communication and collaboration skills, with a proven ability to work across teams and present effectively to executive leadership.

Proven ability to manage complex enterprise relationships—understanding customer incentives, navigating dynamics, and aligning stakeholders—while coaching team members to do the same.

Demonstrated ability to navigate ambiguity and thrive in a fast-paced, evolving startup environment, balancing strategic priorities with day-to-day execution