Director, Customer Success

About the Opportunity:

The organization is seeking a Director of Customer Success to lead efforts in customer onboarding, feedback analysis, and product data evaluation. This role is responsible for transforming customer and product experience data into actionable recommendations to enhance user satisfaction and retention, reporting to the VP of Commercialization in Global Products and Solutions.

Responsibilities:

• Lead a team focused on customer success and onboarding.

• Build and maintain relationships with key customers to ensure satisfaction and understanding of needs.

• Develop and monitor dashboards to track performance metrics, user actions, and customer feedback.

• Analyze and summarize customer feedback and product data, providing actionable recommendations.

• Use system performance metrics, Salesforce, and digital tools to measure customer experience.

• Create dashboard views with voice of customer metrics for monitoring user experience improvements.

• Support Product Managers and functional teams with data-driven insights to guide decisions.

• Integrate data from multiple sources to identify optimizations and enhancements.

• Partner with Product Managers and other teams on customer research and testing.

• Educate stakeholders with accessible, actionable customer insights.

• Present quantitative and qualitative analyses to support strategic and tactical decision-making.

• Define and standardize key performance indicators with Product Managers.

• Identify and extract relevant data points from various databases.

• Manage multiple projects with attention to detail in a dynamic environment.

• Analyze performance trends and identify issues or opportunities for improvement.

• Collect and analyze customer feedback for product development.

• Ensure compliance with relevant policies, procedures, and regulations.

• Perform related duties as assigned.

Requirements:

• Bachelor’s degree in healthcare, business administration, organizational development, or related field; advanced degree preferred.

• 8-10 years of relevant healthcare, pharmacy, or business experience in customer success or account management.

• Experience with business operations, customer experience, and systems requirements processes.

• Ability to work collaboratively in a fast-paced, agile environment.

• Experience managing team members.

• Strong planning, analytical, and conceptual problem-solving skills.

• Process-oriented with ability to design efficient workflows.

• Experience in early-stage product development through commercialization.

• Strong requirements elicitation and writing skills for diverse audiences.

• Experience with Medallia, Marketing Cloud, and Salesforce.

• Strong data analysis skills to interpret internal and external data for action planning.

• Ability to turn insights into actionable recommendations.

• Effective communication skills, both oral and written, with various stakeholders.

• Ability to interpret human-centered design concepts for customer solutions.

• Excellent organizational skills and detail orientation.

• Proficient with Microsoft Office Suite (Access, PowerPoint, Excel, Word, Project, Visio).

Note:

RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.