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Director of Customer Success
The Director of Customer Success will lead and scale RXNT’s Customer Success function, ensuring strong onboarding, adoption, retention, and expansion across our healthcare provider customers. This leader will own the post-sale customer lifecycle, partnering cross-functionally with Product, Sales, Marketing, and Support to deliver a seamless and high-impact client experience.
This is both a strategic and hands-on leadership role — ideal for someone who thrives in a growing, performance-driven environment and understands the nuances of healthcare technology.
What you’ll be doing:
Customer Lifecycle Leadership
- Own the full post-sale journey: onboarding, implementation coordination, adoption, renewal, and expansion.
- Design and optimize customer success playbooks that drive engagement and long-term retention.
- Develop health scoring models and proactive outreach strategies to reduce churn.
Team Leadership & Development
- Lead, mentor, and scale a high-performing Customer Success team.
- Establish clear KPIs and performance standards aligned to company growth goals.
- Build a culture of accountability, empathy, and operational excellence.
Retention & Revenue Growth
- Drive gross and net revenue retention targets.
- Identify upsell and cross-sell opportunities in partnership with Sales.
- Create executive-level relationships with key accounts to strengthen long-term partnerships.
Data & Performance Management
- Implement and refine dashboards that track churn risk, adoption metrics, NPS/CSAT, and renewal forecasting.
- Use data to inform strategy, resource allocation, and customer segmentation.
Cross-Functional Collaboration
- Partner with Product to advocate for customer needs and inform roadmap decisions.
- Align with Marketing on case studies, testimonials, and customer storytelling.
- Work closely with Finance and Revenue Operations to forecast renewals and expansion revenue.
What you'll need to flourish:
- 7+ years of experience in Customer Success, Account Management, or Client Services within SaaS (healthcare tech strongly preferred).
- 3+ years leading and scaling teams.
- Strong understanding of SaaS metrics (NRR, GRR, churn, LTV, CAC impact).
- Experience working with healthcare providers, billing teams, or practice administrators is highly desirable.
- Proven ability to build structure in a growing organization.
- Exceptional communication and executive presence.
Compensation:
The starting base range for this position is between $147,000 and $168,000 per year. Base pay is one component of Lemonade's total compensation package, which will also include equity in the form of RSUs, access to healthcare benefits, 401(k) plan with company match, robust PTO, parental leave, and more.
Who we are:
Lemonade completely reinvented how insurance works. As a customer-centric tech company, we created an insurance experience that is smart, instant, and delightful.
At Lemonade, you’ll be working with a group of like-minded makers, who get a kick out of moving fast and delivering great products. We surround ourselves with some of the smartest, most motivated, creative people who are filled with positive energy and good karma.
Unlike most publicly traded companies, we’re nimble and efficient. We take pride in the fact that we still think and operate like a startup. We don’t care much about titles and hierarchy and instead focus on innovation, bold moves, and challenging the status quo.
Things to know…
Lemonade is an equal opportunity employer committed to diversity and inclusivity. We never discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. If you require reasonable accommodations due to religious beliefs, pregnancy, or disabilities, let us know at any time.
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