Director, Customer Success

Job not on LinkedIn

🕒 June 23

🇺🇸 United States – Remote

💵 $160k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nsight

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1910

📡 Telecommunications

💰 Undisclosed on 2019-02

Telecommunications

Nsight is a Wisconsin- and Upper Michigan-focused telecommunications holding company and service provider that owns brands including Cellcom, Nsight Telservices, and Nsight Tower. The company emphasizes customer-focused operations, employee development, community involvement and investor relations, offering telecom services, network infrastructure and related support across its operating sites.

📋 Description

• Lead the Customer Success Manager team and own team results against clear performance standards • Run the Customer Success operating cadence, including team huddles, deep-dive and escalation syncs, and weekly one-on-ones • Coach the team on account strategy, de-escalation, and provider conversations • Build playbooks, templates, and operating standards • Manage book allocation and workload to maintain balanced coverage • Own account health standards and retention for the Nsight Health book • Drive cancellation prevention and personally engage the highest-stakes accounts • Own the long-term contracting motion across the book • Serve as senior escalation point for complex provider issues • Project-manage issues to resolution with Support and Implementation leadership • Own quarterly business reviews and clinical outcomes across the book • Partner with Customer Growth in the shared pod model • Shape Customer Success reporting, HubSpot dashboards, and account-status definitions • Contribute to the Customer Success compensation model • Report book health, risk, and retention to leadership • Own provider referral generation across the Nsight Health book • Log into provider systems, identify eligible patients, present referral opportunities, and follow up on referrals • Build decision-maker relationships and track patient referral quotas

🎯 Requirements

• 7 or more years in Customer Success, client services, or account management • At least 3 years leading a team • Proven experience owning retention and reducing churn in a multi-client environment • Strong project management and de-escalation skills • Willingness to personally own the hardest accounts • Clinically literate, or able to become fluent quickly • Comfortable speaking to clinical outcomes with providers • Player-coach leadership style, hands-on in the work and close to the accounts • High AI fluency and active, working use of AI tools in daily professional workflow • Strong analytical ability, including building a health scoring view, diagnosing retention problems at the root, and presenting a corrective plan • Preferred: Experience in remote care, RPM, CCM, or chronic care management and provider-facing relationships • Preferred: Experience building health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols • Preferred: Hands-on experience inside HubSpot, including health score tracking and reporting dashboards • Preferred: Background in a PE-backed or venture-backed high-growth environment • Preferred: Experience operating in a pod model alongside a growth or sales team

🏖️ Benefits

• PTO Accrual • Medical, Dental, Vision, and supplemental insurance options • 401(k) Plan with 3.5% Company Match • Company-provided equipment • Annual performance-based bonus of up to 30% based on company and individual performance • OTE: $200,000