Director, Customer Success & Growth (Hybrid)

Pax Recruiting; Austin (TX); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Hybrid work flexibility with in-office

401(k) with matching company

Job summary

Pax Recruiting is assisting a healthcare technology client in Austin, TX or remotely, seeking a Director of Customer Success. This player-coach role will own retention and expansion across post-sales accounts and personally manage high-touch clients.

You'll design the CS operating model, health scoring, renewal plays, and a scalable team path from junior to senior CSMs, with a focus on long-term value and cross-functional collaboration.

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS, including leadership.
• Experience hiring and developing CSMs from Support/Training/Implementation.
• Ownership of renewals and expansions with GRR/NRR visibility.
• Built CS infrastructure: health scoring, coverage models, renewal plays.
• Experience in SMB or mid-market SaaS; healthcare domain a plus.
• Proficient with Salesforce and data-driven forecasting.
• Active use of AI tools to automate prep, outreach, and reporting.

Responsibilities

• Build and lead the Customer Success function and team.
• Own retention and growth across the post-sale base and high-touch accounts.
• Create health scoring, renewal plays, success plans, and QBR templates.
• Define coverage models and hiring plans for CSMs.
• Coach and advance internal talent from support to senior CS roles.
• Deliver renewals negotiations and strategic account reviews.

Skills

CS leadership

Renewals ownership

Expansion strategies

Team building

Playbook development

Health scoring

QBR cadence

AI-enabled workflows

Tools

Salesforce

Job description

Pax Recruiting is assisting a healthcare technology client in Austin, TX or remotely, seeking a Director of Customer Success. This player-coach role will own retention and expansion across post-sales accounts and personally manage high-touch clients.

You'll design the CS operating model, health scoring, renewal plays, and a scalable team path from junior to senior CSMs, with a focus on long-term value and cross-functional collaboration.