Director Customer Success, National Accounts

Virta Health is pioneering a new standard of care for people to reclaim their lives. We are in the midst of a public health crisis: obesity rates are at an all-time high and over half of US adults have type 2 diabetes or prediabetes, and despite billions spent on new treatments, outcomes are largely worse. Virta reverses these diseases and delivers life-changing results by pairing individualized nutrition with ongoing care from a clinical support team. We have raised over $350 million from top-tier investors, and partner with the largest health plans, employers, and government organizations to help their employees and members restore their health and take back their lives. 

The Director Customer Success, National Accounts role at Virta is an incredible opportunity to shape the future of customer success in a fast-growing, mission-driven organization revolutionizing metabolic health. In this role, you'll set the strategy while leading and mentoring a team of Customer Success Managers, build strategic relationships with our largest accounts, drive growth for Virta and measurable impact for customers and members alike. As a pivotal player in the company's success, you'll have the chance to innovate, collaborate across teams and with customer executives, and see your efforts directly contribute to transforming lives at scale. If you're passionate about leadership, strategy, and making a difference, this role is for you!

• Strategic Account Ownership: Serve as the senior relationship owner for our top customer accounts, building and maintaining strategic partnerships to drive customer satisfaction and loyalty while driving growth through member activation.

• Team Leadership and Coaching: Manage and mentor a team of Customer Success Managers (CSMs) to execute on your account strategy, providing guidance, support, and development to ensure their success and professional growth.

• Renewal and Expansion Strategy: Develop and execute strategies for renewals, upsells, and cross-sells, demonstrating the value and ROI of Virta’s products to your customers.

• Customer Advocacy: Act as a trusted advisor to customers, understanding their goals and challenges while advocating for their needs internally across product, operations, and marketing teams.

• Program Success and Outcomes: Collaborate with clients, your team and cross-functional partners to establish clear program goals and OKRs, ensuring that Virta’s solutions meet or exceed expectations and demonstrate tangible results.

• Escalation and Problem-Solving: Serve as an escalation point for your customers, helping to navigate complex challenges and ensuring timely resolution of issues to maintain high satisfaction.

• Process Improvement and Efficiency: Develop and implement …