Director of Customer Success (Retention and Growth)

Role Overview

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.

What You Will Do

Lead, coach, and develop a team of five Customer Success Managers responsible for customer retention, account growth, and customer satisfaction. Establish a high-performance culture focused on accountability, customer outcomes, revenue achievement, coaching, and career development.

Why It Might Be a Fit

The ideal candidate will have a minimum of 10 years of experience in customer success, account management, sales, or a related customer-facing leadership role, with a proven success in leading teams responsible for revenue retention, renewals, and account growth.

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.
• Strong coaching, leadership, communication, and presentation skills.
• Experience managing escalations and resolving complex customer challenges.

Benefits

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: 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
• Paid Time Off and paid leave for Employee Resource Groups and volunteer activities