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Wellness Coach · 13 hours ago

Director of Customer Success

United States

Full-time

Remote

Director/Executive

7+ years exp

Wellness Coach is a global AI-powered wellness platform that inspires and engages workforces through personalized wellness offerings. As the Director of Customer Success, you will manage the entire post-sale customer journey, leading a team and implementing strategies to enhance retention and drive value for clients. Your role will involve building playbooks, mentoring staff, and operationalizing data to improve client engagement and satisfaction.

Health Care

Responsibilities

Build the "Scale" Playbook

Move the team away from a "one-size-fits-all" approach. You will segment our customer base (Enterprise vs. Mid-Market vs. Tech) and design specific service models for each

Split the "Implementation" and "Engagement" functions to ensure new clients launch fast, while legacy clients get strategic attention

Standardize our QBR (Quarterly Business Review) process to drive value for high-touch accounts

Lead & Mentor a Multi-Disciplinary Team

Manage and mentor our existing team of Senior CSEs, Implementation Managers, and Support Agents

Collaborate with the Coach Operations team to ensure our service delivery (human coaching) aligns perfectly with client expectations

Establish clear KPIs for the team, shifting focus from "activity" (emails sent) to "outcomes" (adoption, retention, and expansion)

Own Net Revenue Retention (NRR) & Churn

Take ownership of the renewal forecast. You will identify at-risk accounts early using data, not just intuition

Partner with Sales to identify expansion opportunities within our massive existing accounts (e.g., expanding from a single division to global rollout)

Operationalize Data & Health Scores

Leverage our tech stack (HubSpot, Mixpanel, Iterable) to build automated "Health Scores."

Move us away from manual check-ins to data-driven triggers—knowing exactly when a client’s usage drops so we can intervene immediately

Create the feedback loop: Systematically aggregate client feedback to influence the Product Roadmap

Qualification

Customer Success ManagementData FluencyB2B SaaS ExperiencePeople ManagementTech Stack ProficiencyOperational MindsetEmpathyGrit

Required

7+ years of experience in Customer Success or Account Management within B2B SaaS

3+ years of people management experience, specifically leading teams during a 'scaling up' phase (Series B to C)

Experience managing diverse account sizes: You know how to talk to a Fortune 500 CHRO (white-glove) and how to automate success for a 50-person+ startup (tech-touch)

Data Fluency: You are comfortable working with data (Mixpanel, Excel, AI chatbots) to uncover usage trends. You don't just report numbers; you explain the 'why.'

Tech Stack Proficiency: Hands-on experience with CRM and CS tools (HubSpot is a must)

Operational Mindset: You love building processes, templates, and playbooks rather than reinventing the wheel for every client issue

Empathy & Grit: You are ready to roll up your sleeves and jump on a call to save a client, while simultaneously planning the strategy for next year