Strategic Leader, Customer Success — Healthcare Tech

Direct Supply; Milwaukee (WI); On-site; USD 150,000 - 190,000; Full time

Job summary

Direct Supply is building the future of healthcare technology and is seeking a Manager, Customer Success to lead a team of Customer Success Managers in Milwaukee, focused on maximizing the value of Direct Supply DSSI's Spend Management solutions for healthcare providers.

The role requires empathetic leadership, customer obsession, and the ability to translate insights into actions that improve retention and drive measurable business outcomes.

Qualifications

• Bachelor's degree in Business, Communications, Healthcare Administration, Supply Chain, Information Technology or related field.
• 8+ years in Customer Success, Account Management, Consulting or SaaS/tech-enabled services.
• 3+ years leading and developing customer-facing teams.
• Proven ability to influence cross-functional teams (Product, Engineering, Sales, Marketing, Support).

Responsibilities

• Lead, coach and develop a high-performing team of Customer Success Managers delivering exceptional customer experiences and measurable outcomes.
• Partner with Sales and Marketing to identify growth opportunities and expand adoption of Direct Supply DSSI portfolio solutions.
• Develop and execute Customer Success strategies that accelerate adoption and maximize customer value.
• Build trusted executive relationships with customers and serve as escalation point when needed.
• Stay connected to customers and translate goals and feedback into meaningful action.
• Develop and leverage customer health metrics, spend analytics and insights to prioritize engagement and mitigate risk.
• Champion the voice of the customer across Product, Engineering, Sales, Marketing and Support for improvements.
• Foster accountability, innovation, and continuous improvement while scaling CS practices and operating models.
• Build team expertise in healthcare procurement, spend management and emerging technologies.

Skills

Set Direction & Strategy

Exercise Judgment & Own Decisions

Design & Scale Work Systems

Mobilize Leaders & Teams

Lead & Build Capability

Relationship building with customer

Cross-functional collaboration

Education

Bachelor's degree

Job description

Direct Supply is building the future of healthcare technology and is seeking a Manager, Customer Success to lead a team of Customer Success Managers in Milwaukee, focused on maximizing the value of Direct Supply DSSI's Spend Management solutions for healthcare providers.

The role requires empathetic leadership, customer obsession, and the ability to translate insights into actions that improve retention and drive measurable business outcomes.