Director of Customer Success

🕒 September 18

🇺🇸 United States – Remote

💵 $190k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 6%

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Paubox

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🏥 Healthcare

💼 Consulting

📣 Marketing

💰 $10M Venture Round on 2022-08

Healthcare • Consulting • Marketing

Paubox is a provider of HIPAA compliant email solutions, making secure communication easy for healthcare entities. Their product suite includes Paubox Email Suite, Paubox Marketing, Paubox Email API, Paubox Texting, and Paubox Forms, helping organizations securely manage email and SMS communications that often involve personal health information (PHI). More than 6,000 companies rely on Paubox to secure 99 million emails monthly. Known for its ease of use, Paubox automatically encrypts every email with no extra steps for the user, integrating seamlessly with Google Workspace and Microsoft 365. The company is HITRUST certified, ensuring compliance with stringent security standards in the healthcare industry.

📋 Description

• Modernize the full post-sales operation, overseeing customer implementation, support, and success • Identify and implement AI-native strategies that enable teams to deliver world-class customer experiences • Own retention performance, renewal forecasting, and expansion alignment with Sales • Establish and drive a sustainable operating model across post-sale functions, ensuring accountability, predictability, and scalability • Provide oversight and leadership for implementation, support, and customer success teams • Drive and report on key performance indicators including retention, churn, and adoption • Partner with sales, marketing, operations, and product teams to surface customer feedback on products • Foster a culture of continuous improvement and professional growth • Lead AI initiatives to modernize onboarding, retention, and growth for 9,000+ customers

🎯 Requirements

• An AI-native mindset • Hands-on experience implementing AI and other technologies to increase team efficiency while delivering a “right touch” model for customers from SMB to enterprise • Proven leadership in customer success or account management within B2B SaaS • A track record of success in high-growth, fast-paced startup environments • Deep understanding of customer success metrics across the post-sales journey and the ability to turn data into strategy • Experience with HubSpot and Claude • A background in the healthcare industry or deep knowledge of HIPAA compliance • Experience managing and aligning multi-departmental structures • Applicants must be in the United States • Ability to operate a company-provided computer effectively for the duration of the workday

🏖️ Benefits

• A fully-remote work environment, no RTO here! • Cigna or Kaiser Permanente healthcare coverage (location dependent) • Dental and vision insurance through Principal • 401(k) retirement account • Sick and vacation time totaling 28 days per year • 8 paid annual holidays • Stock option grants • Company-provided MacBook and other necessary equipment • $500 quarterly stipend for professional development • Annual target bonus of $20,000

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