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Director - Customer Success
Director - Customer SuccessSteer Health • Dallas, TX, US
Director - Customer Success

Director - Customer Success

Steer Health • Dallas, TX, US
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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.

    • Requirements

  • 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.

    • Benefits

  • 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
  • Insurance - Health, Dental and Vision
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