Director of Customer Success, Healthera

• You have 8+ years of Customer Success leadership experience in SaaS, marketplaces, or healthtech
• You have a track record of driving renewals, managing strategic accounts, and scaling high-performing teams
• You bring strong commercial acumen and are confident owning revenue outcomes
• You have experience managing enterprise or high-value B2B relationships
• You are proficient in CRM systems (HubSpot preferred) and in using data to inform decisions

Desirable

• Drive Customer Success & Retention - Create and execute proactive customer journeys to maximise value and renewal rates, introduce early-warning systems for at-risk accounts, and design win-back approaches for lapsed customers
• Lead Strategic Accounts - Personally manage relationships with Healthera’s most important pharmacy partners, lead quarterly business reviews, and identify expansion opportunities through upsell, cross-sell, and new service adoption
• Unify & Scale the Team - Merge Customer Success, Key Account Management, and Onboarding into a single function with shared goals, playbooks, and consistent onboarding quality
• Collaborate Cross-Functionally - Work with Ops to ensure seamless configuration and setup, with Product to shape the roadmap from customer feedback, and with Sales & Marketing on handovers, case studies, and product launches

• 1. Brief screening call with a senior member of the team (20-30m // remote)
• 2. Take-home assessment (2-3hrs)
• 3. Playback of assessment and brief Q&A (1 hr // remote)
• 4. In-person interview + meet the team (1hr)