Note: The job is a remote job and is open to candidates in USA. Castlight Health is a company focused on enhancing customer success strategies. The Customer Success Director will define the organization's customer success strategy, engage with significant clients, and lead the design of customer success infrastructure to optimize client relationships.
Responsibilities
- Set the strategic vision for customer success across the organizaiton, defining engagement models, success metrics, and client lifecycle frameworks
- Own relationships with the most strategically significant clients, personally engaging at the executive level on matters of program direction, escalation, and growth
- Lead design and continuous refinement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention frameworks
- Partner with sales, clinical, and product leadership to align customer success strategy with enterprise commercial and product priorities
- Evaluate and drive adoption of technology and tooling that scales customer success capabilities across the team
- Lead customer success professionals, setting quality expectations, establishing team standards, and developing functional expertise
- Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction, retention risk, and expansion opportunity
Skills
- Bachelor's degree required
- 12+ years of experience in customer success strategy or enterprise account leadership in healthcare or health technology
- Deep expertise in designing and scaling customer success programs with direct accountability for retention and growth outcomes
- Exceptional executive relationship management and communication skills
- Strong analytical capability with experience building portfolio-level performance frameworks
- Expert knowledge of health plan, employer, or value-based care markets
- MBA or advanced degree
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