Director, Customer Success

NAYA Therapeutics, Inc. is seeking an experienced and strategic Director of Customer Success to lead and scale our customer success function in a fully remote capacity. This is a senior leadership opportunity for a results-driven professional who is passionate about building lasting client relationships, driving retention, and delivering measurable value in a dynamic, fast-paced therapeutics environment. As the Director of Customer Success, you will serve as the voice of the customer and a critical driver of long-term business growth.

Key Responsibilities

• Lead, mentor, and develop a high-performing customer success team, establishing clear goals, performance metrics, and career development pathways.
• Design and execute a comprehensive customer success strategy that drives product adoption, customer retention, and revenue expansion across the client portfolio.
• Collaborate cross-functionally with Sales, Product, Marketing, and Clinical teams to ensure a seamless customer journey from onboarding through renewal.
• Analyze customer health data, usage trends, and satisfaction metrics to proactively identify risks, opportunities, and areas for improvement.
• Optimize customer onboarding programs to accelerate time-to-value and ensure clients achieve their desired outcomes.
• Serve as an executive-level point of escalation for strategic accounts, building trusted relationships with key stakeholders and decision-makers.
• Establish and refine customer success processes, playbooks, and technology infrastructure to support scalable operations.
• Deliver regular reporting and insights to senior leadership on customer health, churn risk, NPS, and net revenue retention performance.

Required Qualifications

• 5+ years of progressive experience in customer success, account management, or client services, with at least 3 years in a senior leadership or director-level role.
• Demonstrated success managing and scaling customer success teams in a remote or distributed environment.
• Proven track record of driving customer retention, reducing churn, and growing net revenue retention.
• Strong executive presence with the ability to engage and influence C-suite and senior-level stakeholders.
• Experience developing and implementing customer success strategies, playbooks, and scalable processes.
• Exceptional communication, presentation, and interpersonal skills.
• Ability to leverage data and analytics to inform decision-making and measure team performance.

Preferred Qualifications

• Experience in the life sciences, biotechnology, therapeutics, or healthcare technology sectors.
• Familiarity with regulatory or compliance considerations relevant to customer-facing roles in the therapeutics industry.
• Experience with enterprise-level accounts and complex, multi-stakeholder client relationships.
• Background in building customer success functions from the ground up or during periods of significant organizational growth.

Technical Skills

• Proficiency with customer success platforms such as Gainsight, Totango, or ChurnZero.
• Experience with CRM systems, including Salesforce or HubSpot.
• Ability to work with data visualization and reporting tools to track KPIs and customer health scores.
• Comfort with collaboration and project management tools in a remote work environment (e.g., Slack, Zoom, Asana, or similar).