Customer Success Director

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $131.2k - $196.9k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Castlight Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

☁️ SaaS

⚕️ Healthcare Insurance

🤝 B2B

SaaS • Healthcare Insurance • B2B

Castlight Health is a healthcare navigation company that offers a SaaS-based benefits and care navigation platform for employers, health plans, benefit consultants, and digital health partners. The company centralizes employees' health and wellbeing programs in a single digital hub, leveraging aggregated data, integrations, and machine learning alongside live Care Guides and clinical experts to drive engagement, improve preventive care, and reduce costs. Castlight partners with enterprise customers and payers to connect ecosystems of digital health vendors and deliver measurable outcomes such as increased screening, higher wellness visit rates, and medical spending reductions.

📋 Description

• Set the strategic vision for customer success across the organization, defining engagement models, success metrics, and client lifecycle frameworks. • Own relationships with the most strategically significant clients, personally engaging at the executive level on matters of program direction, escalation, and growth. • Lead design and continuous refinement of customer success infrastructure, including health scoring, QBR formats, and data-driven retention frameworks. • Partner with sales, clinical, and product leadership to align customer success strategy with enterprise commercial and product priorities. • Evaluate and drive adoption of technology and tooling that scales customer success capabilities across the team. • Lead customer success professionals, setting quality expectations, establishing team standards, and developing functional expertise. • Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction, retention risk, and expansion opportunity.

🎯 Requirements

• Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise account leadership in healthcare or health technology. • Deep expertise in designing and scaling customer success programs with direct accountability for retention and growth outcomes. • Exceptional executive relationship management and communication skills. • Strong analytical capability with experience building portfolio-level performance frameworks. • Expert knowledge of health plan, employer, or value-based care markets. • MBA or advanced degree preferred.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development