Director of Customer Success

Zocdoc   •  

New York, NY

Industry: Healthcare IT


5 - 7 years

Posted 395 days ago

What you’ll do:

  • Develop metrics for success by implementing an ongoing reporting model to manage performance and track progress
  • Improve technology and processes with a goal of streamlining activities and improving the consistency of outcomes
  • Improve customer acquisition and ongoing support costs by delivering a cost-effective model
  • Support new business growth through strong collaboration with our sales and product teams
  • Influence future lifetime value through higher product adoption, customer satisfaction, and overall account health scores
  • Develop and mentor an A+ Customer Success team by coaching for growth, optimizing a transparent performance management process, and creating a rapid onboarding process for new members
  • Create a company-wide culture of exceptional customer service
  • Align with internal teams on customer approach leading to improved customer communications, product roadmap, retention and upsell, and improved forecasting opportunities


What’s Required:

  • 5+ years managing a customer success team that supports multiple products and customer segments while serving both internal and external clients
  • Demonstrated track record of leading highly engaged teams, developing top talent, and driving results
  • Experience working in a high growth environment supporting new small business and enterprise level products, preferably in technology or healthcare


What you’ll get:

  • A competitive compensation package
  • A home at one of the best places to work in NYC
  • 100% employer-covered health insurance and a flexible vacation policy
  • An incredible team of smart and supportive people
  • The chance to create a better healthcareexperience for millions of patients!