symplr · 1 day ago
Senior Director, Digital Customer Success Program
UNAVAILABLE, UNAVAILABLE, US
Full-time
Onsite
Director/Executive
$140K/yr - $160K/yr
8+ years expsymplr is seeking a Senior Director for their Digital Customer Success Program to lead their digital-first strategy aimed at enhancing customer retention and satisfaction. The role involves strategic leadership, operational excellence, and collaboration across various departments to deliver measurable outcomes.
HealthcareSoftwareInformation TechnologyHealth Care
Responsibilities
Develop and execute the Digital Customer Success strategy, including tech-touch programs, lifecycle journeys, and automation using ChurnZero
Recruit, manage, and develop a high-performing Digital Customer Support team (Admin + pooled CSMs) to support scalable coverage
Establish processes, best practices, and success metrics for digital engagement and customer lifecycle management
Collaborate cross-functionally with Sales, Services, Product, Marketing, and Support to mitigate customer challenges and ensure ROI delivery
Analyze customer data to identify churn drivers and implement strategies to improve retention and growth
Partner with Sales to align on expansion and upsell opportunities, proactively addressing renewal risks
Create and maintain enablement materials, dashboards, and reporting to improve organizational effectiveness
Champion a customer-centric culture and foster strong relationships through digital channels and occasional strategic interactions
Qualification
Required
8 years' experience in SaaS Customer Success, with at least 3 years in leadership roles building digital Customer Success programs
Proven experience with ChurnZero, health scoring, and automation workflows
Strong analytical, strategic planning, and cross-functional collaboration skills
High aptitude for data manipulation and technical integrations
Excellent communication, collaboration, and critical thinking skills
Ability to communicate with employees at all levels of an organization
Ability to proactively evaluate programs and implement improvement ideas on an ongoing basis
Possess a high attention to detail
Work well in a fast-paced, innovative environment
Ability to travel up to 25%
Preferred
Bachelor's Degree preferred
5+ year healthcare experience
Experience in public speaking (preferred)
Account management or sales experience (preferred)
Company
symplr
Symplr is a provider of healthcare governance, risk, and compliance solutions and services.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Clearlake Capital Group,Goldman Sachs Asset Management,Landmark Partners,Partners GroupCharlesbank Capital PartnersPamlico Capital
2022-01-05Private Equity
2021-07-12Private Equity
2018-10-23Acquired
Leadership Team
Patrick Birmingham
Executive Vice President, Credentialing Operations
David Aucoin
Senior Director, Customer Success
Recent News
2025-11-10
SalesTech Star
2025-11-08
Company data provided by crunchbase