Director, Customer Success

What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

This position is Remote within the United States

Job Summary
This position is responsible for directing customer success outcomes to achieve desired results by overseeing the customer lifecycle.  This includes regular reviews of customer status, ensuring the retention, satisfaction, and growth of customer relationships. Evolve customer success strategy and execution by envisioning, creating and implementing high touch and digital programs and processes to ensure customers get the most of their investment from the company’s products.
What you will do

• Responsible for all proactive and reactive Customer Success activities for 1-7 practice location customers for all products – driving customer engagement, retention, and satisfaction
• Define what success looks like for the various product lines by customer segment; set goals and measure results
• Determine how to define, drive, and demonstrate the value (return on investment) to every customer through scalable means
• Use Gainsight to build customer dashboarding, executive visibility, and CTA workflows
• Create and implement processes that help customers achieve evolving desired outcomes
• Continuously refine core customer success strategy around customer segmentation, engagement models, low (tech) touch and high touch programs, and root causes for customer success and churn
• Resolve a wide range of complex issues and/or projects using creative, effective, and sometimes unique ways
• Detect early signals of at-risk accounts and design playbooks for Customer Success Managers to address them and provide a clear path to escalation
• Coordinate cross-functional processes that help meet retention targets
• Develop scalable processes to relay customer feedback to the product team by priority
• Align with the support team on CX expectations and escalation paths
• Provide guidance to the success team in building trust and confidence which drives customer success, engagement, loyalty, growth and retention
• Promote a proactive approach amongst the team and ensure they are promoting customer success best practices with customers
• Manage multiple complex projects and metrics including Net Churn, Monthly Recurring Revenue Growth, Net Promoter Score, Customer Health Score

• Define, staff, and operationalize “retention tea