Director, Customer Success

We Breathe Life Into Data

At Komodo Health, our mission is to reduce the global burden of disease. And we believe that smarter use of data is essential to this mission. That’s why we built the Healthcare Map — the industry’s largest, most complete, precise view of the U.S. healthcare system — by combining de-identified, real-world patient data with innovative algorithms and decades of clinical experience. The Healthcare Map serves as our foundation for a powerful suite of software applications, helping us answer healthcare’s most complex questions for our partners. Across the healthcare ecosystem, we’re helping our clients unlock critical insights to track detailed patient behaviors and treatment patterns, identify gaps in care, address unmet patient needs, and reduce the global burden of disease. 

As we pursue these goals, it remains essential to us that we stay grounded in our values: be awesome, seek growth, deliver “wow,” and enjoy the ride. At Komodo, you will be joining a team of ambitious, supportive Dragons with diverse backgrounds but a shared passion to deliver on our mission to reduce the burden of disease — and enjoy the journey along the way.

The Opportunity at Komodo Health

The mission of the Customer Success Director is to lead and manage a Customer Success team, and provide coaching and mentorship that supports a highly engaged and high-performing team. The Director will partner closely with the team to provide strategic and tactical guidance while ensuring high-quality delivery that directly drives net account growth. Internally, the Director will own and manage several strategic and operational initiatives, working cross-functionally with Sales, Product, Engineering, and the Operations organization, to drive successful scaling and growth of the team. 

Looking back on your first 12 months at Komodo Health, you will have…

• Successfully grow and manage a team of Customer Success Managers to drive high overall customer renewal rates 
• Managed strategy and operational elements of the Customer Success team, including resource allocation, forecasting, customer health management, and other team initiatives  
• Supported the development and implementation of tools, processes, and best practices to enable the growth and continued improvement of the Customer Success team 
• Drove scale and growth through cross-functional collaboration with leaders from internal teams on Product, Operations, Sales, Analytics, and Engineering

You will accomplish these outcomes through the following responsibilities…

• Driving positive business impact of your portfolio of accounts and for team performance within reporting line 
• Communicate team vision to galvanize broader team 
• Upskill team development through training and documentation of best practices 
• Effectively prioritize, select, and delegate internal initiatives to maximize productivity and impact across the team 
• Drive strategic initiatives and implement scalable solutions for the team
• Advocate for the team across the broader Komodo organization and proactively make critical needs of the team known to leadership 
• Provide insights into and support overall team planning 

What you bring to Komodo Health (required):

• 6+ years of prior experience delivering strategic consulting and analytics  engagements, or experience deploying and servicing cloud-based SaaS product offerings to Life Sciences customers 
• Prior experience with digital/tech touch customer success processes and providing associated training on these process improvements
• Experience managing and mentoring a high-performance team 
• Demonstrable track record in leading Customer Success or Services teams that serve life sciences or healthcare clients in a fast-paced highly cross-functional environment 
• High emotional intelligence, strong interpersonal and relationship-building skills, polished communications, and a proven track record of success with strategic account management 
• Strong understanding of the SaaS business model and a track record of managing successful renewals and key activity KPIs
• High attention to detail, engaging presentation skills, and the desire to lead strategic projects with high visibility

#LIRemote

Compensation at Komodo Health

The pay range for each job posting reflects a minimum and maximum range of pay that we reasonably expect to pay across all U.S. locations and may span more than one career level. We carefully consider multiple business-related factors when determining compensation, including job-related skills, work exp