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. The role will guide customer retention, revenue expansion, renewal performance, executive-level relationship management, and customer advocacy.

What You Will Do

Lead a team of five Customer Success Managers, establish a high-performance culture, build and execute customer success strategies, create scalable processes, and own team performance against renewal, retention, and expansion revenue targets.

Why It Might Be a Fit

The ideal candidate will have a proven track record of leading teams responsible for revenue retention, renewals, and account growth, with experience building executive-level customer relationships and navigating complex stakeholder environments.

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, including up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice