Director of Customer Success

Activated Insights; Idaho Falls (ID); On-site; USD 90,000 - 130,000; Full time

Job summary

Activated Insights in Idaho Falls is seeking a Director of Customer Success to lead our growing team and scale our customer journey in healthcare SaaS. This role focuses on delivering outstanding customer experiences, driving retention, and aligning CS initiatives with business goals.

You will build scalable playbooks in a one-to-many model, collaborate with cross-functional teams, and present metrics to executives.

Qualifications

• 7+ years in customer success, account management, or B2B client-facing roles.
• Experience in SaaS or healthcare preferred.
• CRM tools (Salesforce preferred) and Microsoft Office proficiency.
• Bachelor’s degree preferred.
• Ability to manage multiple priorities in a fast-paced environment.

Responsibilities

• Lead, mentor, and inspire a team of Customer Success Managers and Specialists to deliver exceptional service and ensure customer success.
• Analyze customer feedback and data to identify opportunities for product and process improvements.
• Develop and implement customer success strategies to drive outcomes and satisfaction.
• Present progress and results to key stakeholders, including C-suite executives.
• Set clear goals and responsibilities for the Customer Success team, aligning with company objectives.
• Report KPIs to senior leadership, providing insights on customer health and success.

Skills

Team leadership

Customer success

SaaS knowledge

CRM tools

Cross-functional collaboration

Data analysis

Product growth

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

ClickUp

Microsoft Office

Salesforce

Adobe

Job description

Activated Insights, a Software-as-a-Service (SaaS) leader in long-term and post-acute care, is seeking a Customer Success Manager to support our growing Customer Success organization.

Founded in 2008, Activated Insights serves North America’s fastest-growing labor market—long-term and post-acute senior care. With over 250 team members and 7,000+ customers across 23,000+ sites of care, our solutions focus on employee engagement, ongoing education, patient satisfaction, and reputation management.

Why This Role Is Special

We are seeking an innovative and results-driven Director of Customer Success to lead and scale our efforts in driving customer success, growth, and retention. In this pivotal role, you will shape the customer journey, elevate the customer experience, and ensure maximum customer satisfaction. The ideal candidate will have a proven track record of success in customer success management, preferably within healthcare or SMB environments, and experience building scalable customer playbooks in a one-to-many model. Strong cross-functional collaboration skills, excellent communication abilities, and a deep understanding of the post-acute and long-term care markets are essential. A passion for delivering outstanding customer experiences and fostering long-term client relationships is critical.

Build an exciting career in the SaaS, healthcare technology, and home care industry with an award-winning, fast-growing company.

Experience a startup/agency culture but with the stability of a company who's been in business for 10+ years (fun AND stable!) Work with some of the largest agencies, technology vendors, and healthcare tech on the planet! Be a part of a company that has been recognized multiple times as the best place to work.

Qualifications:

• Lead, mentor, and inspire a team of Customer Success Managers and Specialists to deliver exceptional service and ensure customer success.
• Analyze customer feedback and data to identify opportunities for product and process improvements.
• Able to work in our Rexburg, ID office.
• Develop and implement customer success strategies to drive customer outcomes and satisfaction.
• Present progress and results to key stakeholders, including C-suite executives.
• Set clear goals and responsibilities for the Customer Success team, ensuring alignment with company objectives.
• Report key metrics (KPIs) to senior leadership, providing insights on customer health and success.

Required Experience/Skills:

• Proficient in Tools & Resources: ClickUp, Microsoft Tools, Salesforce, Adobe, and other product related tools.
• Account and People Management Experience: With 5+ years in account management and 2+ years leading teams, this role requires proven leadership in driving team growth and delivering results through customer success strategies.
• Delegation and Prioritization: Strong delegation and prioritization skills are critical to managing a team while maintaining focus on strategic goals and achieving key performance indicators (KPIs).
• Customer-Centric Mindset and Empathy: A customer-first approach, with empathy and an understanding of customer needs, is essential for ensuring satisfaction and long-terms success.
• Adaptability and Communication Skills: In a fast-paced environment where customer needs and technology evolve rapidly, strong adaptability and communication are key to success.
• Proven Product Growth Expertise: A history of driving product growth through retention, upselling, and cross-selling initiatives aligns well with this role’s focus on contributing to revenue targets and overall business success.

Qualifications

• High school diploma or equivalent required (bachelor’s degree preferred)
• 7+ years of experience in customer success, account management, or B2B client-facing roles
• Previous experience in SaaS or healthcare preferred
• Experience with CRM tools (Salesforce preferred) and Microsoft Office Suite
• Proven ability to manage multiple priorities in a fast-paced environment

Location: Idaho Falls, ID

Physical Requirements

• Prolonged periods of sitting and working on a computer
• Frequent video meetings requiring camera use

Schedule

• Full-time (40 hours per week)
• Standard business hours with flexibility for cross-time zone collaboration