Director of Customer Success – Retention & Growth

About the role

The Director of Customer Success is a strategic sales leadership role responsible for retaining and growing government customer relationships across the VitalChek portfolio. Reporting to the Senior Director of Sales, this leader will guide customer retention, revenue expansion, renewal performance, executive‑level relationship management, and customer advocacy.

Key responsibilities

• Lead, coach, and develop a team of five Customer Success Managers responsible for retention, growth, and satisfaction.
• Establish a high‑performance culture focused on accountability, revenue achievement, and career development.
• Build and execute customer success strategies that align with company growth and retention goals.
• Create scalable processes, role clarity, and best practices to improve engagement and account health.
• Own performance against renewal, retention, and expansion revenue targets.
• Partner with managers to identify upsell and cross‑sell opportunities and drive pipeline visibility.
• Monitor customer health indicators, address risks proactively, and serve as escalation point for critical issues.
• Conduct executive business reviews, support major contract negotiations, and provide market feedback to product teams.

Required profile

• Minimum 10 years of experience in customer success, account management, sales or related leadership roles.
• Proven track record leading teams that achieve revenue retention, renewals, and account growth.
• Experience forecasting revenue and managing performance against targets.
• Demonstrated ability to build executive‑level relationships and navigate complex stakeholder environments.
• Strong coaching, communication, and presentation skills.
• Experience managing escalations and resolving complex customer challenges.

What we offer

• Comprehensive medical, dental and vision benefits.
• 401(k) plan with company match and Employee Share Purchase Plan.
• Wellness platform, Headspace subscription, and Employee Assistance programs.
• Short‑ and long‑term disability, life, accidental death, critical illness and hospital indemnity insurance.
• Family benefits including parental leave, adoption and surrogacy support.
• Health Savings, Dependent Care and Commuter Spending Accounts.
• Generous paid time off plus additional days for employee resource groups and volunteering.