What are the responsibilities and job description for the Director, Customer Experience Strategy and Operations position at Therapy Brands Thrive, LLC?
Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.
Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.
For more information, explore our solutions at therapybrands.com.
Job Description
We are seeking a dynamic and experienced Director of Customer Success to lead our customer success strategy, oversee program management, and manage our customer portfolio. The ideal candidate will have a proven track record in SaaS software, with a strong focus on driving customer satisfaction, retention, and growthStrategic Leadership & Customer Success Execution
- Develop and execute a comprehensive, data-driven customer success strategy that aligns with corporate objectives and industry best practices.
- Lead customer success initiatives that enhance retention, expansion, and overall customer satisfaction.
- Define and optimize the customer journey, leveraging technology and automation to improve scalability.
- Utilize customer insights and market trends to anticipate needs and proactively drive engagement.
Program Development & Execution
- Design, deploy, and refine customer-centric programs, tools, and resources that deliver value and foster customer loyalty.
- Implement high-impact, low-touch strategies to scale customer success operations effectively.
- Oversee the execution of customer success playbooks to ensure consistency and effectiveness in customer interactions.
- Monitor key performance indicators (KPIs) and industry benchmarks to continuously improve programs.
Customer Portfolio & Relationship Management
- Develop and maintain strong relationships with key customers, acting as a trusted advisor to drive long-term success.
- Ensure a proactive approach to customer engagement by deeply understanding their business needs and industry challenges.
- Establish and maintain a customer feedback loop to continuously improve customer success strategies and programs.
- Facilitate, navigate, and resolve customer escalations with a solutions-driven approach.
- Manage a diverse customer portfolio, ensuring tailored engagement strategies to maximize value and retention.
Cross-Functional Collaboration
- Partner with sales, marketing, product, and support teams to create a seamless customer experience.
- Work closely with product teams to ensure customer feedback directly influences product development and enhancements.
- Align customer success initiatives with revenue goals, working collaboratively with sales and account management teams to identify expansion opportunities.
Operational Excellence & Metrics Management
- Leverage analytics and data-driven insights to refine customer success strategies and drive continuous improvement.
- Develop and manage customer health scorecards to proactively identify risks and opportunities.
- Implement and optimize tools and technologies to enhance efficiency and streamline customer success operations.
- Provide regular reporting on key customer success metrics to senior leadership, offering strategic recommendations for ongoing improvements.
Development of Customer Program Management
- Design and implement customer success programs that drive customer engagement and retention.
- Create and manage customer success playbooks to ensure consistent and effective customer interactions.
- Establish and maintain a customer feedback loop to continuously improve customer success programs.
- Coordinate with product teams to ensure customer feedback is incorporated into product development and enhancements.
- Develop and manage customer health scorecards to proactively identify and address customer issues.
- Implement tools and technologies to streamline customer success operations and improve efficiency.
Qualifications
- Bachelor's degree in Business, Marketing, or a related field ideal; MBA preferred.
- 8 years of experience in customer success, account management, or a related field, with at least 5 years in a senior leadership role.
- Proven experience leading customer success in the SaaS industry and high-velocity EHR products, with a deep understanding of subscription-based business models and customer success best practices.
- Strong leadership and team management skills, with the ability to inspire, mentor, and develop high-performing teams.
- Excellent communication and interpersonal skills, with a track record of building strong relationships with both customers and internal stakeholders.
- Highly analytical and data-driven, with experience leveraging metrics to inform strategy and decision-making.
- Passionate about customer success, with a customer-first mindset and a commitment to delivering exceptional experiences.
- Experience in portfolio management, ensuring strategic oversight and optimized engagement for a broad customer base.
- Ability to thrive in a fast-paced, evolving environment and manage multiple priorities effectively.
Additional Information
While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.
The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!
All your information will be kept confidential according to EEO guidelines.
At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.
We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.
We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.
Therapy Brands is an equal opportunity employer.
