Director of Customer Success

Director of Customer Success

New York City (Hybrid, 3 days per week)

$190k - $220k Base Equity

We're partnering with a venture-backed AI company that's tackling one of healthcare's biggest challenges, helping providers recover billions in lost revenue through automation, data intelligence, and AI. Having recently raised a major Series A from leading investors and notable technology founders, they're now looking for their Director of Customer Success to build and scale the function.

This is a genuine 0-1 leadership opportunity where you'll build the playbooks, processes, metrics, customer engagement strategy and team structure that will define how Customer Success operates as the company scales.

What you'll be doing:

• Building and leading a team of Customer Success professionals
• Creating the CS operating model, including QBRs, onboarding, renewals and escalation processes
• Owning retention, expansion and customer outcomes
• Partnering closely with Product, Operations and Leadership teams
• Turning customer feedback into actionable product and business improvements
• Establishing metrics, reporting and customer health frameworks
• Helping shape company strategy through customer insights
• Scaling a best-in-class Customer Success function from the ground up

What they're looking for:

• 6 years in Customer Success with 3 years of leadership experience
• Proven experience building processes, playbooks and scalable CS functions
• Strong background in SaaS, HealthTech, FinTech or other complex B2B environments
• Experience managing enterprise customers and executive stakeholders
• A commercial mindset with ownership of retention and expansion metrics
• Someone who thrives in fast-paced, high-growth startup environments

If you're excited by the idea of building something from scratch, leading a high-impact team and playing a key role in the growth of an ambitious AI business, I'd love to speak with you.