Director - Customer Success, Steer Health, TX, US

About the Role:

Steer Health is a mission-driven company that is transforming the healthcare experience with AI-powered patient engagement and practice automation. We are seeking a highly experienced and strategic Director of Customer Success to lead and scale our Customer Success team. You will be responsible for building a world-class post-sales organization, defining our customer success strategy, and ensuring our early-stage healthcare customers achieve their desired outcomes. This is a critical leadership role that will directly influence our retention, expansion, and long-term growth.

What You’ll Do:
Customer Success Leadership

• Build, scale, and lead the Customer Success organization, including Customer Success Managers, Implementation Specialists, and Support staff.
• Set a clear vision, define roles and career paths, and foster a culture of accountability, collaboration, and excellence.
• Establish consistent processes and methodologies for onboarding, training, success planning, and client engagement.
• Serve as an executive sponsor for strategic accounts, ensuring alignment between customer objectives and Steer Health’s solutions.

Optimize for Growth

• Design and execute data-driven strategies to deepen product adoption across Steer Health’s suite of solutions, ensuring customers unlock maximum value.
• Develop playbooks and success frameworks that identify cross-sell and upsell opportunities within existing accounts.
  Partner with Sales to drive account expansion and maximize Net Revenue Retention (NRR).
• Collaborate with Product and Marketing teams to capture customer feedback, identify feature gaps, and co-create adoption campaigns.
• Implement lifecycle strategies to reduce churn risk and extend customer lifetime value (CLV).

Customer Engagement & Retention

• Lead customer journey mapping to ensure a consistent and seamless experience from onboarding through renewal.
• Build strong relationships with executives and decision-makers in client organizations, positioning Steer Health as a trusted advisor.
• Monitor customer health scores, usage patterns, and engagement data; proactively address risks with targeted interventions.
• Drive customer advocacy by fostering referenceable clients, case studies, and participation in community forums or events.
• Ensure high renewal rates through structured QBRs, success reviews, and proactive engagement strategies.

Operational Excellence

• Define and manage KPIs for Customer Success, including adoption metrics, retention rates, NRR, CSAT, and time-to-value.
• Oversee the implementation of systems, tools, and automation (e.g., CRM, CS platforms) to support scale and efficiency.
• Analyze customer trends, churn drivers, and expansion opportunities; use insights to refine strategy and execution.
• Partner with Finance and Operations to forecast renewals, expansions, and churn with accuracy.
• Continuously refine processes to increase efficiency, scalability, and the impact of the CS team.