Director, Customer Success

This position is Remote within the United States

Job Summary
This position is responsible for directing customer success outcomes to achieve desired results by overseeing the customer lifecycle.  This includes regular reviews of customer status, ensuring the retention, satisfaction, and growth of customer relationships. Evolve customer success strategy and execution by envisioning, creating and implementing high touch and digital programs and processes to ensure customers get the most of their investment from the company’s products.
What you will do

• Responsible for all proactive and reactive Customer Success activities for 1-7 practice location customers for all products – driving customer engagement, retention, and satisfaction
• Define what success looks like for the various product lines by customer segment; set goals and measure results
• Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means
• Use Gainsight to build customer dashboarding, executive visibility, and CTA workflows
• Create and implement processes that help customers achieve evolving desired outcomes
• Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn
• Resolve a wide range of complex issues and/or projects using creative, effective, and sometimes unique ways
• Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them and provide a clear path to escalation
• Coordinate cross-functional processes that help meet retention targets
• Develop scalable processes to relay customer feedback to the product team by priority
• Align with the support team on CX expectations and escalation paths
• Provide guidance to the success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention
• Promote a proactive approach amongst the team and ensure they are promoting customer success best practices with customers
• Manage multiple complex projects and metrics including Net Churn, Monthly Recurring Revenue Growth, Net Promoter Score, Customer Health Score

• Define, staff, and operationalize “retention team” providing a reactive motion

• Implement ideal use and build out of Gainsight CTAs and proactive workflows
• Lead, mentor, and grow the customer success team to ensure high performance and engagement
• Collaborate and align processes with Strategic Account Management/Strategic Customer Success Management team members
• Help execute a strong digital, low touch strategy and resource tooling and process to do so.
• Responsible for Voice of Customer inputs for 1-7 location segments
• Serve as a resource to others to resolve the most complex problems and situations
• Play a role in high-level projects that have an impact on the company’s future direction
• Foster strong relationships with key customers to understand their needs and objectives
• Drive initiatives to enhance customer onboarding, training, and support along the customer journey
• Influence functional strategy to address unique and complex problems and trends that have a broad impact on the business; recommend process, product or service improvements
• Exercise complete independent judgment in selecting methods and techniques for obtaining solutions; assignments are self-initiated
• Proactively identify, define and solve complex problems that impact the management and direction of the business
• May serve as a consultant to top management in long-range Company planning
• Network with key senior internal and external personnel inside and outside own area of expertise; create formal networks involving coordination among groups
• Attract, retain, motivate, develop, mentor and coach team members for high performance
• Communicate effectively with senior management and key stakeholders
• Ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Monitor customer health metrics and proactively address issues to reduce churn
• Identify upsell and cross-sell opportunities to increase customer lifetime value
• Work closely with sales, product, onboarding, and marketing teams to ensure a seamless customer experience
• Formalize and provide feedback to product development based on customer insights and usage patterns
• Lead and develop virtual teams
• Establish KPIs and track performance against goals to measure the effectiveness of customer success initiatives
• Report on customer success metrics and present insights to the executive team

Travel/Physical Demands

• Travel typically less than 10%. Office environment. No special physical demands required.

Qualifications
Must have:

• Typically, 12 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 5+ or more years of customer success and leadership experience
• Typically, a bachelor’s degree or global equivalent in related discipline
• Very seasoned, experienced, and expert level senior professional
• In-depth knowledge and full understanding of multiple disciplines and strong knowledge of other related disciplines
• Assignments are often self-initiated, diverse, demand advanced knowledge, and are broad or abstract in nature. Requires outstanding judgment and advanced analytical ability, evaluation, originality and ingenuity to solve
• Complete understanding and wide application of principles, theories and concepts of multiple fields
• Outstanding management and leadership skills
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Outstanding presentation and public speaking skills
• Expert independent decision making, analysis and problem-solving skills

• Good understand the interpretation of financial information and external trends that contributes to business profitability

• Expert planning and organizational skills and techniques
• Effective communication and influencing skills
• Excellent negotiating skills and ability to effectively manage internal and external relationships
• Broad professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Expert in multiple technical and business skills
• Strategic planning skills

Nice to have:

• Master's degree or global equivalent ​
• Dental/medical and tech SaaS experience

The posted range for this position is $150,000 - $190,000 OTE (On Target Earnings) which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. 

What you get as a Henry Schein One Employee

• A great place to work with fantastic people.
• A career in the healthcare technology industry, with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah.  To learn more, click here: 2022 Best Companies To Work For | Henry Schein One


Henry Schein, Inc. and Henry Schein One, LLC are Equal Employment Opportunity Employers and do not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Unfortunately, Henry Schein One is unable to hire individuals residing in North Dakota, Hawaii, Puerto Rico, or other US Territories at this time.
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