What are the responsibilities and job description for the Director - Customer Success position at Steer Health?
About the Role:
Steer Health is a mission-driven company that is transforming the healthcare experience with AI-powered patient engagement and practice automation. We are seeking a highly experienced and strategic Director of Customer Success to lead and scale our Customer Success team. You will be responsible for building a world-class post-sales organization, defining our customer success strategy, and ensuring our early-stage healthcare customers achieve their desired outcomes. This is a critical leadership role that will directly influence our retention, expansion, and long-term growth.
What You'll Do:
Customer Success Leadership
Steer Health is a mission-driven company that is transforming the healthcare experience with AI-powered patient engagement and practice automation. We are seeking a highly experienced and strategic Director of Customer Success to lead and scale our Customer Success team. You will be responsible for building a world-class post-sales organization, defining our customer success strategy, and ensuring our early-stage healthcare customers achieve their desired outcomes. This is a critical leadership role that will directly influence our retention, expansion, and long-term growth.
What You'll Do:
Customer Success Leadership
- Build, scale, and lead the Customer Success organization, including Customer Success Managers, Implementation Specialists, and Support staff
- Set a clear vision, define roles and career paths, and foster a culture of accountability, collaboration, and excellence
- Establish consistent processes and methodologies for onboarding, training, success planning, and client engagement
- Serve as an executive sponsor for strategic accounts, ensuring alignment between customer objectives and Steer Health's solutions
- Design and execute data-driven strategies to deepen product adoption across Steer Health's suite of solutions, ensuring customers unlock maximum value
- Develop playbooks and success frameworks that identify cross-sell and upsell opportunities within existing accounts. Partner with Sales to drive account expansion and maximize Net Revenue Retention (NRR)
- Collaborate with Product and Marketing teams to capture customer feedback, identify feature gaps, and co-create adoption campaigns
- Implement lifecycle strategies to reduce churn risk and extend customer lifetime value (CLV)
- Lead customer journey mapping to ensure a consistent and seamless experience from onboarding through renewal
- Build strong relationships with executives and decision-makers in client organizations, positioning Steer Health as a trusted advisor
- Monitor customer health scores, usage patterns, and engagement data; proactively address risks with targeted interventions
- Drive customer advocacy by fostering referenceable clients, case studies, and participation in community forums or events
- Ensure high renewal rates through structured QBRs, success reviews, and proactive engagement strategies
- Define and manage KPIs for Customer Success, including adoption metrics, retention rates, NRR, CSAT, and time-to-value
- Oversee the implementation of systems, tools, and automation (e.g., CRM, CS platforms) to support scale and efficiency
- Analyze customer trends, churn drivers, and expansion opportunities; use insights to refine strategy and execution
- Partner with Finance and Operations to forecast renewals, expansions, and churn with accuracy
- Continuously refine processes to increase efficiency, scalability, and the impact of the CS team
- Experience: At least 5 years of experience in a customer success leadership or management role, with a proven track record of managing and growing a team of CSMs
- Industry Expertise: Strong experience in the healthcare or health-tech industry, with a
- deep understanding of the unique challenges and opportunities in the space
- Startup Mindset: Demonstrated experience working in a fast-paced, early-stage startup environment. You should be comfortable building processes from scratch and thriving in ambiguity
- Skills: Exceptional communication, leadership, and analytical skills. Proven ability to influence stakeholders and drive results
- Impactful Work: Help hospitals and health systems use technology to improve care delivery and operational outcomes
- High Ownership: You'll be the strategic lead and go-to contact for some of our most important customers
- Startup Agility: Join a nimble, collaborative team where your ideas and initiative will shape how we grow
- Flexibility: Fully remote role with flexible hours and strong autonomy
- Career Growth: Significant opportunity to grow your career as Steer scales
- Insurance - Health, Dental and Vision