Director of Customer Success

The Director of Customer Success at Sprinter Health is responsible for customer implementation, satisfaction, retention, and outcomes realization. This involves leading customer interactions, collaborating with cross-functional teams, and developing strategic plans to achieve ambitious growth targets.

To qualify for the Director of Customer Success role at Sprinter Health, candidates need at least 7 years of experience in customer success or account management. Strong communication skills, problem-solving aptitude, and experience in B2B environments are essential. A track record of influencing stakeholders and adapting quickly to changes is also crucial.

The Director of Customer Success plays a key role in advancing Sprinter Health’s mission by ensuring customers are satisfied and successful in utilizing our healthcare services. By acting as the voice of the customer, this role helps align our products and strategies to further enhance customer experience and growth.

Sprinter Health fosters a distributed culture that values flexibility and connectivity. The Director of Customer Success will be part of a vibrant team, engaging in both virtual and in-person activities to maintain strong relationships and teamwork while having the independence of working remotely.

As a Director of Customer Success at Sprinter Health, there are significant growth opportunities, including the ability to lead strategic initiatives, develop multi-year plans, and expand services within customer organizations. The role also offers a chance to influence company direction through customer insights.

In building relationships with customers, I emphasize open communication and trust. I focus on understanding their challenges and needs, which enables me to deliver tailored solutions and foster long-term partnerships.

I once managed a situation where a key customer was unsatisfied with our service. I quickly assembled a team to address their concerns, ensured timely communication, and put an action plan in place, which ultimately turned the situation around and strengthened our relationship.

To ensure customer retention, I focus on proactive communications, regular check-ins, and gathering feedback. Understanding customer needs allows me to anticipate issues and adapt our services to align with their goals.

I believe in building strong relationships with teams across the organization by maintaining regular touchpoints, aligning on goals, and sharing customer feedback to inform product development, which leads to improved customer outcomes.

In my previous role, I led the development of multi-year strategic plans for key clients. By analyzing their growth ambitions and aligning our services, our partnership flourished, resulting in increased usage of our offerings.

I measure customer success through key metrics such as NPS scores, retention rates, and usage statistics. Additionally, I gather qualitative feedback to gain insights into customer satisfaction and areas for improvement.

For conflict resolution, I prioritize active listening and empathy. I aim to understand the root cause of any issues and work collaboratively with the customer to find a satisfactory resolution.

I treat customer feedback as invaluable insight into our product’s effectiveness. I systematically document feedback, categorize it, and ensure it reaches the relevant teams, which helps inform future product enhancements.

My philosophy on customer advocacy revolves around building genuine relationships that turn customers into champions for the brand. When customers see their success tied to our services, their advocacy naturally follows.

I utilize CRM tools and project management software to stay organized and keep track of tasks related to various customer accounts. This systematic approach allows me to prioritize effectively and ensure that no customer feels neglected.