The Director of Customer Success is a frontline, execution-focused leader responsible for managing a high-performing team of Customer Success Managers (CSMs) and ensuring that NuvemRx’s customers achieve measurable outcomes through the use of our tech-enabled services and SaaS-based solutions.

This role is accountable for driving customer value, strengthening customer relationships, ensuring successful renewals, and improving customer health across the entire portfolio. The Director will oversee the delivery of monthly outcome scorecards, the execution of customer success plans, and the continuous optimization of customer programs. Success will be measured by customer ARR retention, net revenue retention, customer health scores, and NPS.

Customer Success Leadership

• Manage and develop a team of approximately 10 Customer Success Managers, providing coaching, direction, and ongoing performance feedback.
• Observe CSM customer interactions, QBRs, and scorecard reviews to ensure consistency, quality, and strong value communication.
• Build a culture centered around accountability, customer outcomes, and continuous improvement.

Customer Outcomes & Value Delivery

• Ensure CSMs deliver clear, measurable monthly customer outcome scorecards that articulate the value of our products and services.
• Oversee the creation, execution, and progression of customer success plans, ensuring alignment with customer goals and strategic initiatives.
• Provide strategic guidance to CSMs on program optimization and value realization opportunities.

Customer Health & Retention

• Own the customer health program, ensuring consistent monitoring of health scores, engagement, product adoption, and risk indicators.
• Develop and manage playbooks for early risk identification, escalation handling, and customer save motions.
• Partner with Sales to drive predictable, on-time renewals and support expansion readiness.
• Ensure customers maintain positive health trajectories and achieve long-term success with NuvemRx solutions.

Escalation & Executive Support

• Act as the senior leader supporting customer escalations, coordinating with Product, Support, and Operations to drive timely resolution.
• Provide CSMs with guidance and talking points for executive conversations, challenging discussions, or sensitive account situations.
• Strengthen senior-level relationships with strategic customers as needed to reinforce support and confidence.

Operational Excellence & Scale

• Standardize customer success processes, playbooks, and operating rhythms to ensure consistency across the team.
• Drive adoption and effective use of Customer Success tools such as Salesforce to enhance visibility and forecasting accuracy.
• Partner cross-functionally to improve customer onboarding, customer insights, and lifecycle engagement models.

“NuvemRx provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, creed, religion, sex, gender, gender identity, gender expression, national origin, ancestry, age, physical or medical disability, medical condition, marital status, sexual orientation, military and/or veteran status, or any other basis prohibited by applicable state or federal law.”

•  Bachelor’s degree in business, healthcare administration, or related field.
• Prior experience in customer success or account management, with at least 3+ years managing teams in a SaaS or tech-enabled services environment.
• Demonstrated success in improving customer outcomes, driving retention, and supporting renewals.
• Experience with customer health scoring models, success plans, and outcome-based scorecards.
• Strong communication skills with the ability to support CSMs in customer-facing executive conversations.
• Highly organized, data-driven, and skilled in guiding teams through structured processes and frameworks.

Preferred Experience:

• Experience using Customer Success technology (Gainsight, Salesforce, HubSpot, Totango, etc.).
• Knowledge of healthcare or pharmacy-related workflows helpful but not required.
• Experience implementing customer segmentation or tiering strategies.
• Background in coaching CSM teams within fast-paced, growing organizations. Physical Requirements:
• Hybrid/remote role with 15–20% travel expected.
• Operates in a dynamic, fast-paced environment supporting multiple priorities and cross-functional collaboration.
• Frequent interaction with internal leaders and external customer executives.