Director of Customer Success

Barrington James; New York (NY); On-site; USD 140,000 - 210,000; Full time

Job summary

Barrington James seeks an experienced Director of Customer Success to lead and scale our customer success function for a growing portfolio of digital health and life sciences software solutions.

You will partner with product, sales, and engineering to ensure onboarding, adoption, renewal, and expansion, build executive relationships with healthcare providers and enterprise clients, and drive measurable outcomes across the platform.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or Customer Operations within SaaS or digital health software.
• Proven experience leading Customer Success teams and managing enterprise clients.
• Strong understanding of healthcare, digital health platforms, or life sciences software environments.
• Excellent communication, stakeholder management, and leadership skills.
• Ability to translate complex technical solutions into clear customer value.

Responsibilities

• Define and execute the overall customer success strategy across digital health software products
• Oversee the full customer lifecycle including onboarding, adoption, renewal, and expansion
• Build, lead, and mentor a high-performing Customer Success team
• Establish KPIs and success frameworks to measure adoption, retention, and satisfaction
• Develop strong executive relationships with healthcare and life sciences customers
• Partner with Product, Engineering, and Commercial teams to translate customer feedback into product improvements
• Own customer success metrics including retention, renewals, and expansion revenue
• Analyse customer insights and usage data to improve customer outcomes and platform adoption

Skills

Leadership

Enterprise client management

Healthcare domain knowledge

SaaS familiarity

Stakeholder management

Job description

Director of Customer Success – Digital Health & Life Sciences Software

Lead Customer Success for Innovative Digital Health Solutions

We are seeking an experiencedDirector of Customer Successto lead and scale our customer success function for a growing portfolio of digital health and life sciences software solutions. In this role, you will define customer engagement strategies, oversee enterprise client relationships, and ensure our customers achieve measurable outcomes from our platform. This position plays a critical leadership role in driving customer adoption, retention, and long-term value across healthcare and life sciences organisations.

Role Overview

As Director of Customer Success, you will lead the strategy, structure, and performance of the Customer Success organisation. You will work closely with product, sales, and engineering teams to ensure seamless customer onboarding, adoption, and expansion. You will build strong partnerships with healthcare providers, life sciences organisations, and enterprise clients while driving a proactive, customer-focused culture.

Key Responsibilities

• Define and execute the overall customer success strategy across digital health software products

• Oversee the full customer lifecycle including onboarding, adoption, renewal, and expansion

• Build, lead, and mentor a high-performing Customer Success team

• Establish KPIs and success frameworks to measure adoption, retention, and satisfaction

• Develop strong executive relationships with healthcare and life sciences customers

• Partner with Product, Engineering, and Commercial teams to translate customer feedback into product improvements

• Own customer success metrics including retention, renewals, and expansion revenue

• Analyse customer insights and usage data to improve customer outcomes and platform adoption

Required Qualifications

• 8+ years of experience in Customer Success, Account Management, or Customer Operations within SaaS or digital health software

• Proven experience leading Customer Success teams and managing enterprise clients

• Strong understanding of healthcare, digital health platforms, or life sciences software environments

• Excellent communication, stakeholder management, and leadership skills

• Ability to translate complex technical solutions into clear customer value

Why Join Us

• Lead the customer success strategy for innovative digital health technology

• Work with global healthcare and life sciences organisations

• Join a fast-growing company focused on transforming healthcare through software

• Opportunity to shape the customer experience and drive measurable impact in digital health