Demonstrated success in driving retention and growing revenue.
Strong presence to influence senior stakeholders.
Experience in creating and scaling success strategies, processes, and playbooks.
Excellent communication and interpersonal skills.
Analytical ability to leverage data for performance measurement.
Responsibilities
Lead and develop a customer success team with clear performance goals.
Create and implement a customer success strategy focusing on retention and revenue growth.
Collaborate with internal teams to ensure a smooth customer journey from onboarding to renewal.
Analyze customer data to identify risks and opportunities for improvement.
Optimize onboarding programs to ensure client satisfaction and quick value realization.
Act as an executive escalation point for key accounts, maintaining strong relationships.
Establish efficient success processes and technology to support growth.
Provide insights on customer health and retention metrics to senior leadership.
Benefits
Fully remote work environment
Opportunity to lead and scale a customer success function
Engagement with C-suite and senior leaders
Building lasting relationships with clients
Access to comprehensive customer success tools and platforms
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).
