5+ years in customer success or account management roles, with 3+ years at director level
Demonstrated success in leading remote customer success teams
Proven ability to enhance customer retention and net revenue
Strong executive presence for engaging C-suite stakeholders
Experience in creating and implementing customer success strategies and processes
Excellent interpersonal and communication skills
Skilled in using data analytics for performance measurement
Responsibilities
Lead and develop a high-performing customer success team
Design and implement a comprehensive strategy for customer success
Collaborate with cross-functional teams to enhance the customer journey
Analyze customer data to identify improvement opportunities
Optimize onboarding programs for improved client outcomes
Act as a point of escalation for strategic customer accounts
Establish and refine processes for customer success operations
Provide insights to senior leadership on customer health and retention
Benefits
Fully remote position, offering flexible work arrangements.
Opportunity to shape and scale customer success operations.
Engagement with cross-functional teams in a dynamic environment.
Direct impact on long-term business growth in a therapeutics setting.
Full Job Description
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).
