Senior Director, Customer Success
About the job
Company Description
Wiznry AI empowers allied healthcare practices with tailored, outcome-oriented AI solutions that blend conversational interfaces and actionable insights. We specialize in revolutionizing patient engagement and optimizing operations via smart, adaptable technology, enabling providers to offer superior care while driving efficiency and sustainable growth
Our architecture leverages advanced AI to automate complex workflows and converts multi-source data into clear, actionable recommendations. With highly scalable systems and seamless integrations into industry-leading platforms, we’re redefining what’s possible in healthcare operations.
Job Description
We're seeking a strategic Senior Director of Customer Success to build and scale our Customer Success function as we help clients unlock transformational value from Wiznry AI's platform. This is an opportunity to architect the customer journey, champion client outcomes, and directly influence our product roadmap while building a world-class team.
You'll be joining at a pivotal moment where your leadership will define how we deliver customer value at scale. If you're energized by turning customer insights into business impact and building teams that customers genuinely love working with, we should talk.
This is a remote role based in North America. We require candidates who are eligible to work without any restrictions in USA and/or Canada.
What you’ll do
- Build and elevate the team — Recruit, develop, and mentor a high-performing Customer Success organization that operates as strategic partners to our clients, not just support
- Architect customer success at scale — Design and execute frameworks, playbooks, and engagement models that drive measurable outcomes: adoption, expansion, retention, and advocacy
- Be the voice of the customer — Partner closely with Product, Sales, and Marketing to ensure customer insights shape our roadmap, go-to-market strategy, and overall customer experience
- Drive strategic accounts — Serve as an executive sponsor for our most strategic relationships, acting as a trusted advisor who understands their business challenges and growth objectives
- Lead with data — Establish health scoring, early warning systems, and success metrics that enable proactive engagement and demonstrate the ROI of Customer Success
- Own the escalation path — Serve as the ultimate escalation point for complex customer challenges, orchestrating cross-functional resolution with urgency and grace
- Champion continuous improvement — Build feedback loops with customers and translate insights into actionable improvements across product, process, and people
- Tell the story — Present customer success performance, trends, and strategic recommendations to executive leadership and the board
What you bring
- 10+ years in Customer Success or account management with at least 5 years leading teams in B2B SaaS environments—you've scaled CS functions and know what good looks like
- Proven impact — You've demonstrably improved retention, NRR, and customer satisfaction scores, and can speak to the strategies and tactics that got you there
- Leadership presence — You inspire teams, build trust with executives (both internal and customer-side), and create cultures where people do their best work
- Strategic and operational balance — Equally comfortable presenting to a boardroom and rolling up your sleeves to solve a thorny customer issue
- Data fluency — You leverage analytics to identify patterns, predict churn, and prioritize high-impact initiatives; fluency with CS platforms (Gainsight, Totango, ChurnZero) and CRMs is essential
- Customer obsession — You genuinely care about customer outcomes and believe that their success is the foundation of ours
- Adaptability — You thrive in dynamic, fast-growing environments where priorities shift and ambiguity is part of the job
- Communication excellence — You can distill complex ideas into compelling narratives for diverse audiences
- Educational foundation — Bachelor's degree required; MBA or advanced degree is a plus but not required if you have exceptional experience
"SALARY INFORMATION PENDING"
