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Senior Director of Customer Success

Guardian Recovery Network Holdings -
Remote

Quick Apply

Job Details

Full-time
$190,000 - $200,000 a year

Benefits

Paid holidays
Disability insurance
Dental insurance
Paid time off
Parental leave
Vision insurance
401(k) matching
Life insurance
Pet insurance

Qualifications

Managing teams in a customer support role
Experience with SaaS (as product category for technical sales engineers)
SaaS

Full Job Description

Senior Director, Customer Success

Role Overview

The Senior Director, Customer Success is responsible for the strategy, performance, and culture of the Customer Success function. Reporting to the Chief Customer Officer, this leader will help drive retention, adoption, and customer lifetime value across the full customer base, spanning SMB, mid-market, and enterprise segments within the behavioral health technology space.

The Senior Director, Customer Success will lead and develop a team of Customer Success Managers and leaders, establish and optimize the operating model for customer engagement throughout the lifecycle, and serve as a critical cross-functional partner to Sales, Product, Marketing, Support, and Professional Services.

This is a builder/operator role . The ideal candidate will strengthen the systems, processes, playbooks, and team capabilities needed to scale customer outcomes while also partnering directly with key customers, resolving complex escalations, driving executive relationships, and representing the voice of the customer internally.

Key Responsibilities

Strategy & Business Leadership

Help define and execute the Customer Success strategy across all customer segments, balancing digital/scaled engagement with high-touch coverage where appropriate.
Own and improve Customer Success objectives and key performance metrics, including gross retention, net retention, product adoption, and customer health scores.
Develop and refine segmentation strategies, coverage models, engagement cadences, and success programs that allow the team to scale efficiently.
Partner with leadership on headcount planning and investment decisions aligned with growth goals and cost-to-serve targets.
Leverage product, market, and industry expertise to anticipate customer needs, identify trends, and translate insights into strategic priorities.

Team Leadership & Development

Lead, coach, and develop a team of Customer Success Managers and leaders while fostering a culture of accountability, ownership, and continuous improvement.
Build career development plans and succession pipelines while strengthening leadership capabilities across the organization.
Establish clear decision-making frameworks, accountability models, and operating rhythms that enable effective execution.
Address performance proactively while recognizing achievements and maintaining a high standard for customer experience.

Customer Outcomes & Lifecycle Ownership

Own and optimize the customer lifecycle, including onboarding, adoption, value realization, renewals, and expansion opportunities.
Design and optimize scaled and high-touch engagement models that deliver meaningful outcomes across a diverse customer base.
Utilize customer health data, product usage insights, and feedback to proactively identify risks, improve adoption, and uncover growth opportunities.
Lead complex customer escalations by coordinating internal resources across Support, Product, and Services.
Develop strong relationships with key customers and serve as an executive-level point of contact when needed.

Cross-Functional Leadership

Drive collaboration across departments and establish effective processes for aligning teams around customer priorities.
Represent the Customer Success function in leadership discussions, ensuring customer needs influence product strategy, implementation priorities, and service investments.
Partner with Sales to define expansion opportunities, renewal strategies, and effective handoff processes.
Collaborate with Customer Enablement and Professional Services teams to ensure a seamless customer experience.
Communicate Customer Success performance, trends, and strategic initiatives to executive leadership.

Qualifications

8+ years of experience in Customer Success, Account Management, or related customer-facing functions, with 4+ years leading people managers in a SaaS environment.
Proven experience building, scaling, or optimizing Customer Success organizations across multiple customer segments, from SMB to enterprise.
Strong operational and analytical mindset with experience utilizing customer health scores, renewal forecasting, and data-driven customer management strategies.
Demonstrated ability to navigate complex organizations and drive alignment across Sales, Product, Support, and Services.
Experience developing both scaled/digital Customer Success programs and high-touch enterprise engagement models.
Exceptional executive communication skills with the ability to translate complex customer dynamics into clear strategies.
Adaptable, resilient, and comfortable operating in fast-paced, evolving environments.
Healthcare or health technology SaaS experience strongly preferred; behavioral health experience is a plus.

Compensation & Benefits

Base Salary: $200,000
20% annual bonus opportunity
Flexible paid time off
Paid holidays
Health, Dental, Vision, Disability, and Life Insurance
Parental Leave
Pet Insurance
401(k) with Company Match

Equal Opportunity Statement

The organization is committed to fostering an inclusive workplace and providing equal employment opportunities. Employment decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.

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Senior Director, Customer Success

Role Overview

Key Responsibilities

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Team Leadership & Development

Customer Outcomes & Lifecycle Ownership

Cross-Functional Leadership

Qualifications

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Equal Opportunity Statement

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