Director of Customer Success, Strategic Accounts

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    "departmentLabel": "Client Experience",
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    "location": {
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      "postalCode": "37219",
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    "datePosted": "2026-05-15",
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    "description": "<p><span style=\"font-weight: bold\"><span><span>About </span><span>Mosai</span></span></span><span> </span></p>\n<p><span> </span></p>\n<p><span><span>Mosai</span><span>™<span> </span></span><span>is the intelligent care coordination platform that brings together the</span><span><span> </span></span><span>fragmented pieces of healthcare into a clear, connected picture. Like a</span><span><span> </span></span><span>mosaic, our platform unites data, people, and processes so providers can</span><span><span> </span></span><span>make better decisions, coordinate care in real time, and deliver improved</span><span><span> </span></span><span>outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the</span><span><span> </span></span><span>right time. Learn more at​ </span></span><a href=\"https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.mosai.com%2F&amp;data=05%7C02%7Celizabeth.watson%40mosai.com%7C3da9720db12a42dd569508de65a3e693%7C6b1e7bdaaac946ba8d7e060b54843b68%7C0%7C0%7C639059951784603565%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&amp;sdata=9Sogtjhvy%2FXMhlKDOUH6gV4Lv3r48le%2FIIjIc0ubLZI%3D&amp;reserved=0\" target=\"_blank\" rel=\"noopener noreferrer\"><span><span>https://www.mosai.com/</span></span></a><span><br></span><span> </span></p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Position Summary</span></span></span><span> </span></p>\n<p>Mosai is hiring a Director of Customer Success to lead the CS team serving our Strategic account segment. Strategic accounts require deep executive engagement, multi-stakeholder relationship management, and white-glove partnership. This Director leads a team of CSMs and Senior CSMs aligned to the Strategic account tier and reports to the Vice President of Customer Success. </p>\n<p><br></p>\n<p>In this role, you will spend meaningful time in accounts alongside your team, serving as an executive sponsor and escalation point on complex situations, while also building the processes, playbooks, and coaching structures that make your team consistently excellent.</p>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Job Duties: </span></span></span><span> </span></p>\n<ul>\n<li><span><span>Lead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Help recruit, hire, and </span><span>retain</span><span> top CS talent as the organization scales.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner with Account Management to ensure clean alignment between the </span><span>success</span><span> motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and </span><span>maintain</span><span> a consistent customer experience.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Partner cross-functionally with Product, Professional Services, and Support to </span><span>represent</span><span> the voice of your customer segment and drive systemic improvements to the customer experience.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Provide </span><span>accurate</span><span> visibility into team activity, account health, and retention risk through Salesforce and reporting tools.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>All other job-related duties as assigned</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Minimum</span><span> Requirements</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Bachelor's degree or equivalent experience.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>10 or more years of experience in customer success, account management, or related post-sale functions in a B2B SaaS environment.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>3 or more years of direct people management with a demonstrated </span><span>track record</span><span> of developing CS talent and building high-performing teams.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Strong executive presence with experience engaging VP and C-suite stakeholders both internally and with customers.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Demonstrated ability to drive gross revenue retention, reduce churn exposure, and build scalable CS programs within a high-touch coverage model.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Skilled at working cross-functionally, particularly with Account Management, Professional Services, and Product.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Excellent written and verbal communication skills; strong facilitation and executive presentation experience.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience using Salesforce for account management, health tracking, and team visibility.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Preferred Skills and Experience</span></span></span><span> </span></p>\n<ul>\n<li><span><span>Experience </span><span>operating</span><span> within or designing tiered CS coverage </span><span>models</span><span> a strong plus.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Healthcare software, health IT, or post-acute care experience </span><span>strongly</span><span> preferred.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>Experience leading teams through organizational change or post-merger </span><span>integration</span><span> a strong plus.</span></span><span> </span></li>\n</ul>\n<p><span> </span></p>\n<p><span style=\"font-weight: bold\"><span><span>Physical Demands of Our Work Environment</span></span></span><span> </span></p>\n<ul>\n<li><span><span>This position uses a computer and other office equipment as needed to perform duties</span><span>.  </span><span>The in-office </span><span>noise level in the work environment is typical of that of an office</span><span>.  </span><span>Frequent interruptions may be </span><span>encountered</span><span> throughout the workday.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>The employee </span><span>is required to</span><span> either stand or sit, </span><span>talk</span><span> and hear </span><span>frequently</span><span> </span><span>required</span><span> to use repetitive keying or hand motions.</span></span><span> </span></li>\n</ul>\n<ul>\n<li><span><span>The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable </span><span>accommodations</span><span> may be made to enable individuals with disabilities to perform the essential functions.</span></span><span> </span></li>\n</ul>\n<p><span> </span><span> </span></p>\n<p><span style=\"font-size: 8pt\"><span>Mosai is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status, If you are unable to submit an application because of a incompatible assistive technology or disability, please contact us at </span><a href=\"mailto:[email protected]\" target=\"_blank\" rel=\"noopener noreferrer\"><span><span>[email protected]</span></span></a><span>.  We will make every effort to respond to your request for disability assistance as soon as possible.</span><span> </span></span></p>\n<p><span style=\"font-size: 8pt\"> </span></p>\n<p><span style=\"font-size: 8pt\"><span>Mosai is an E-verify employer.  Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position.</span><span> </span></span></p>",
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