Job description
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
- 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.
Optimize for Growth
- 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).
Customer Engagement & Retention
- 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.
Operational Excellence
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
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