Description
We are seeking a Director of Customer Success to lead our VitalChek Customer Success team, supporting government customers across the VitalChek portfolio.
The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the VitalChek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy.
Key responsibilities include:
- Leading, coaching, and developing a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction
- Establishing a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development
- Building and executing customer success strategies that support company growth objectives and customer retention goals
- Creating scalable processes, role clarity, and best practices that improve customer engagement, account health, and team effectiveness
- Owning team performance against renewal, retention, and expansion revenue targets
Requirements:
- Minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role
- Proven success leading teams responsible for revenue retention, renewals, and account growth
- Experience forecasting revenue and managing performance against revenue targets
- Demonstrated ability to build executive-level customer relationships and navigate complex stakeholder environments
Preferred qualifications:
- Minimum of three years of people-leadership experience managing customer success, account management, or sales teams
- Experience building or formalizing customer success teams, defining team roles, or establishing operating structures
- Experience within government technology, public-sector technology, SaaS, payments, or citizen-services industries
Benefits:
- Comprehensive health benefits program
- Retirement benefits: 401(k) with match and an Employee Share Purchase Plan
- Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
Salary range:
- U.S. National Base Pay Range: $98,500 - $183,000
- Total Target Cash Range: $151,700 - $281,500