Director of Customer Success Management

About Mobile Health

Mobile Health is a market leader in occupational health and employment-related screening services across the United States. With five owned-and-operated clinics in New York City, and over 6,500 affiliated locations, Mobile Health sees millions of patients per year. Our comprehensive services include drug testing, physicals, respirator fit testing, hearing testing, vision screening, vaccines and titers, and more. We stack hands to support our B2B client partners and are on a mission to make occupational health and employment-related screening the easiest part of their job. To achieve that, we are leveraging technology to change how occupational health is delivered. As a technology-driven company, we’re at the forefront of unleashing new and better ways to keep businesses safe and their employees healthy. Mobile Health is growing, and we are looking for amazing people to join our team!

Location

This position is remote (US Only); with travel that will be required for team meetings, client meetings and onsite events.

Salary

Range $150,000-$175,000

Overview

The Director of Customer Success Management will lead our customer success efforts and focus on defining our customer journey, leveraging technology to optimize customer experience, drive product adoption, and ultimately increase customer satisfaction and retention. . They are responsible for creating a vision for customer success, developing strategies, and leading a team to execute those strategies, with a strong emphasis on using technology to streamline processes and improve customer outcomes through effective onboarding, ongoing support, and strategic relationship management. This leader will be expected to excel at cross-functional collaboration, customer engagement, and standardization of success methodologies at scale.

Essential Duties & Responsibilities

Strategic Leadership

• Define and execute the vision and strategy for customer success aligned with the company’s goals and compliance obligations.
• Build, mentor, and manage a high-performing team of Customer Success Managers (CSMs).
• Foster a customer-centric culture, and ensuring team members are equipped to deliver exceptional customer experiences
• Serve as the voice of the customer to internal teams including Product, Sales, and Operations.
  
  
  

Operational Excellence

• Develop and maintain Standard Operating Procedures (SOPs) for all stages of the customer lifecycle.
• Design and implement Customer Success Playbooks to streamline onboarding, engagement, renewal, and expansion processes.
• Create scalable Quarterly Business Review (QBR) frameworks tailored to compliance and testing program KPIs.
• Lead the development of standardized reporting and dashboards to monitor health scores, risk factors, and performance metrics.
  
  
  

Customer Lifecycle Management

• Create and optimize the customer journey, utilizing customer segmentation and data analysis to identify areas for improvement and personalize the customer experience
• Drive adoption and utilization of occupational health and compliance tools and services.
• Partner with clients to understand their unique organizational needs and align our services to maximize ROI.
• Manage customer escalations with a solution-oriented mindset, ensuring issues are resolved quickly and effectively.
• Drive customer advocacy, identifying and nurturing customer champions, and leveraging their success stories to promote our product and the company.
  
  
  

Performance Analytics

• Track and analyze customer success metrics (e.g., NPS, churn, renewal, time-to-value, adoption rates).
• Present data-driven insights to senior leadership to inform strategy and continuous improvement.
• Collaborate with the Product team to inform roadmap decisions based on customer feedback and usage trends.
  
  
  

Knowledge, Skills And Abilities

• Ability to utilize communication techniques and methods that generate trust, collaboration, open two-way communication and a supportive work environment.
• Ability to analyze complex situations, identify opportunities, and develop long-term strategies.
• Demonstrates the ability to learn innovative approaches, tools, and methodologies to stay abreast and move ahead in position/field.
• Ability to motivate, inspire, and guide teams to achieve organizational goals.
• Flexible and able to multi-task; can work within an ambiguous fast-moving environment, while also driving toward clarity and solutions
• Strong management, leadership and organizational skills
• Ability to understand and manage emotions, and to build strong relationships.
• Superior interpersonal communication and presentation skills
• Ability to behave in an honest, fair, and highly ethical manner. Shows consistency in words and actions.
• Ability to examine and re-engineer operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
• Ability to build and maintain strong relationships with internal and external stakeholders.
• Ability to effectively present ideas and information to diverse audiences.
• Ability to effectively delegate tasks and empower team members.
• Strong business process and service skills including giving and receiving feedback, active listening, conflict resolution, negotiation, group facilitation, delegation, coaching, influencing and visioning.
• Strong MS Office Skills (Word, Excel, etc.)
• Ability to work a flexible schedule, which includes the ability to work outside of the Company’s regular business hours and on weekends.
  
  
  

Experience & Education

• Bachelor's degree required, MBA or advanced degree a plus.
• Minimum seven (7) years of experience in Customer Success, Account Management, or related field, with at least three (3) years in a leadership role.
• Strong background in building SOPs, playbooks, QBR processes, and performance reporting systems.
• Proficient in CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, Totango).
• Experience in the Health Care industry preferred, Occupational Health, Pre-Employment Testing, or Compliance Management industries a plus.
• Familiarity with OSHA, HIPAA, and other regulatory frameworks in occupational health and compliance.
• Experience in a SaaS or B2B healthcare technology environment a plus.
  
  
  

Change management or Lean Six Sigma certifications, bonus points

Benefits

• Competitive salary and performance-based incentives
• Comprehensive health, dental, and vision insurance plans
• 401(K) plans
• Paid time off and holidays
• Professional development opportunities
• Flexible working arrangements
  
  
  

Why Mobile Health?

Mobile Health has disrupted the industry since 1984. And we’re not stopping any time soon. We’re changing the way companies think about employee health and safety. We work hard to create a world where occupational health and employee screening are an open door to growth. Our dedication is real. You can feel the passion and enthusiasm. We break barriers. We’re the solution the industry desperately needs. Ready to join us? We can’t wait to meet you.

All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws.