customer success director

FLYING Media Group

<p><b>Customer Success Director, Digital Advertising - FreightWaves Media</b></p><p><i>Own client outcomes and drive revenue retention for a leading B2B freight media brand</i></p><p><i>Location: Chattanooga, TN OR Remote</i></p><p><b>Who We Are</b></p><p>FreightWaves is the intelligence layer of the freight and logistics industry - delivering real-time data, breaking news, and deep analysis to the professionals who move the world's goods. Our media platform reaches decision-makers across trucking, rail, ocean, and supply chain through newsletters, podcasts, video, events, and one of the most engaged B2B audiences in the industry.</p><p><b>The Opportunity</b></p><p>We're looking for a <b>Customer Success Director</b> to own the post-sale experience for our digital advertising solutions. This is a senior individual contributor role with management responsibility - you'll lead a Campaign Manager and Reporting Analyst while personally driving strategy and executive-level storytelling for 30+ key clients.</p><p>You sit at the intersection of client outcomes, media execution, and revenue growth. You're the person clients trust to translate their marketing objectives into results, and the person our sales team leans on to close new business. If you thrive on accountability, move fast, and know how to make data tell a story - this role is built for you.</p><p><b>What You'll Do</b></p><p><i>Client Success &amp; Campaign Execution</i></p><ul><li>Serve as the senior strategic lead for 30+ enterprise accounts, owning campaign performance, executive reporting, and the narrative around value delivered.</li><li>Oversee end-to-end production and promotional strategy for integrated B2B campaigns spanning webinars, whitepapers, sponsored content, display, newsletters, podcasts, and TV integrations.</li><li>Execute Netline lead generation programs aligned to client ABM targeting criteria.</li><li>Manage a Campaign Manager and Reporting Analyst, setting direction and ensuring quality across all accounts.</li></ul><p><i>Sales Enablement &amp; Market Intelligence</i></p><ul><li>Partner with the sales team on pre-sale audience strategy, performance projections, and insights that sharpen pitches and close deals.</li><li>Build and maintain a living library of benchmarks, case studies, and performance data to arm the sales team with proof points that hold up under scrutiny.</li><li>Stay ahead of platform changes, industry trends, and competitive moves - and translate that intelligence into actionable recommendations.</li></ul><p><i>Audience &amp; Product Growth</i></p><ul><li>Lead marketing execution for key FreightWaves assets including newsletter subscriber growth, community platforms, Playbook, and FLI.</li><li>Plan and execute event-driven promotional campaigns across social, display, and newsletter channels.</li></ul><p><b>What You Bring</b></p><ul><li>5+ years in digital advertising, media, or B2B marketing - with real ownership of client relationships and campaign performance, not just execution support.</li><li>Demonstrated ability to manage complex, multi-format campaigns across a large book of accounts simultaneously.</li><li>Strong data fluency - you can pull a report, find the story in the numbers, and present it to a CMO without flinching.</li><li>Experience managing direct reports or cross-functional teams.</li><li>Outstanding communication skills, written and verbal - especially under pressure with senior stakeholders.</li><li>Familiarity with lead gen platforms (Netline or similar), CRM tools, and digital ad ecosystems.</li><li>Freight, logistics, or B2B trade media experience is a serious plus.</li></ul><p><b>Why Join Firecrown?</b></p><p>This is a chance to build the advertising revenue engine for one of the most influential voices in supply chain media. You will be at the center of our growth strategy, working in a nimble, entrepreneurial environment that rewards technical skill, strategic thinking, and measurable results.</p><p>Pay: From $80,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Employee assistance program</li><li>Flexible schedule</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Tuition reimbursement</li><li>Vision insurance</li></ul><p>Work Location: Remote</p>

Customer Success Director, Digital Advertising - FreightWaves Media

Ultahost, inc

<div><div>About UltaHost:</div><div>
UltaHost is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology-driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.</div><div>
As we continue to scale globally, we are seeking a Customer Support Director to lead, transform, and elevate our entire support organization.</div><div></div><div><br>
About the Role</div><div>
The Customer Support Director will be responsible for the strategic and operational leadership of all technical support teams across the organization.</div><div>
This role goes beyond daily operations it requires building scalable structures, optimizing workforce planning, driving performance excellence, and ensuring world-class customer experience across all support channels.</div><div>
You will oversee team performance, workforce planning, shift structures, quality assurance, escalation management, policy creation, and cross-departmental alignment ensuring both customer satisfaction and internal team engagement at scale.</div><div>
This is a high-impact leadership role directly influencing retention, brand reputation, and operational efficiency.</div><div></div><div><br>
Key Responsibilities</div><div>
1-Strategic Leadership &amp; Organizational Management</div><ul><li>Lead and manage all Customer Support Managers, Team Leads, and Support Specialists.</li><li>Define and execute the global support strategy aligned with company growth objectives.</li><li>Design scalable support structures to support business expansion.</li><li>Establish clear KPIs and accountability frameworks across all support layers.</li></ul><div></div><div><br>
2-Operational Excellence</div><ul><li>Oversee day-to-day global support operations across all channels (tickets, live chat, etc.).</li><li>Ensure optimal queue management, SLA compliance, and resolution efficiency.</li><li>Design and manage shift structures to ensure 24/7 coverage and efficiency.</li><li>Determine workforce planning needs based on growth forecasts and workload analysis.</li><li>Lead high-level escalations and critical incident management processes.</li></ul><div></div><div><br>
3-Performance Management &amp; Analytics</div><ul><li>Define, track, and analyze key metrics including CSAT, FCR, AHT, SLA adherence, backlog trends, and retention indicators.</li><li>Use data-driven insights to continuously improve performance and service quality.</li><li>Implement structured performance evaluation systems and continuous coaching frameworks.</li><li>Establish quality assurance standards for customer communication and technical resolution.</li></ul><div></div><div><br>
4-Process Development &amp; Quality Assurance</div><ul><li>Develop, implement, and maintain support policies, SOPs, and best practices.</li><li>Standardize customer communication quality and support content standards.</li><li>Ensure consistency and excellence in customer interactions across all teams.</li><li>Identify process inefficiencies and implement automation and tooling improvements.</li></ul><div></div><div><br>
5- Cross-Department Collaboration</div><ul><li>Collaborate closely with Infrastructure, Engineering, Product, Billing, and Sales teams.</li><li>Ensure seamless escalation paths and issue resolution workflows.</li><li>Contribute to system testing, business requirement definition, and service improvement initiatives.</li><li>Support infrastructure availability by coordinating effectively with engineering leads.</li></ul><div></div><div><br>
7-Culture &amp; Team Development</div><ul><li>Build a high-performance, accountability-driven support culture.</li><li>Drive employee engagement, retention, and career path development.</li><li>Create leadership pipelines within the support organization.</li><li>Foster continuous improvement through feedback loops and post-incident reviews.</li></ul><div></div><div><br>
Qualifications</div><ul><li>4+ years of leadership experience in Technical Support or Customer Support Operations (preferably within web hosting, cloud, or infrastructure services).</li><li>Proven experience managing multi-layered support organizations (Managers, Team Leads, Specialists).</li><li>Strong experience in workforce planning, shift management, and operational scaling.</li><li>Demonstrated success in improving KPIs and optimizing support performance.</li><li>Advanced English proficiency (written and verbal) with strong ability to communicate technical concepts clearly.</li><li>Strong analytical mindset with experience using performance data to drive decisions.</li><li>Experience building policies, SOPs, and structured operational frameworks.</li><li>Proven professional experience within web hosting, cloud infrastructure, SaaS, or related technology-driven environments, with a strong understanding of service reliability, scalability, and customer lifecycle management.</li></ul><div></div><div><br>
Technical Knowledge</div><ul><li>Strong understanding of web hosting infrastructure and server environments.</li><li>Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, WHMCS.</li><li>Knowledge of domain technologies, DNS systems, and domain extensions.</li></ul><div></div><div><br>
What We&rsquo;re Looking For</div><ul><li>A strategic thinker who can scale operations, not just manage them.</li><li>A data-driven leader who makes measurable impact.</li><li>A culture builder who inspires high performance.</li><li>A hands-on executive who understands technical environments.</li><li>A problem solver who thrives in fast-paced, high-growth companies.</li></ul><div></div><div><br>
What We Offer</div><ul><li>Be part of a rapidly growing global technology company.</li><li>Lead and shape a high-impact, customer-facing organization.</li><li>Influence company-wide performance and customer retention.</li><li>Work in a dynamic, performance-driven environment.</li><li>Competitive salary package.</li></ul></div>

Customer Support Director

PrimePay

<div><div><div><div><div><p>Remote</p></div><div><p>
Full Time</p></div><div><p>
Middle Management</p></div></div><div><div><div><div><p>
United States</p></div></div></div></div></div></div>
<div><div><h1 class="jobSectionHeader"><b>
About the job</b></h1><div><p>
Do you love to build, innovate, create and collaborate? Come grow your career and make an impact with PrimePay - a growth focused, flexible and established Human Capital Management (HCM) company.</p><p></p><p><br>
As we continue our evolution and growth into a leading HCM provider to businesses, we are seeking our next Director, Account Management. The Director, Account Management is responsible for leading PrimePay&rsquo;s post-sale customer growth strategy, with a primary focus on increasing expansion revenue within the existing client base. This role will oversee a team of account managers responsible for deepening client relationships, identifying cross-sell and upsell opportunities, and driving long-term customer value. The Director of Account Management is responsible for turning the existing customer base into a consistent growth engine by increasing expansion revenue, strengthening customer relationships, and improving retention.</p><p></p><p><br>
At PrimePay, we are seeking those excited to build, create, and innovate. We are problem-solvers who move quickly, collaborate with agility and differentiate through people, purpose and commitment. With a 30+ year history, we are writing the next chapter of our journey with a focus on great technology, a People First Culture and a commitment to personal and professional growth. At PrimePay, our extraordinary people create our future every single day. Interested? Join us in our evolution!</p><p></p><p><b><br>
Responsibilities:</b></p><p><b>
Revenue Expansion Strategy</b></p><ul><li>
Develop and execute a comprehensive strategy to drive expansion revenue across the existing customer base</li><li>
Identify opportunities for cross-sell, upsell, and product adoption that increase customer value and revenue growth</li><li>
Establish expansion targets and monitor performance against revenue goals</li></ul><p><b>
Team Leadership &amp; Development</b></p><ul><li>
Lead, mentor, and develop a team of account managers responsible for customer growth and retention</li><li>
Implement clear account management processes, playbooks, and best practices to drive consistency and results</li><li>
Foster a culture of accountability, customer focus, and commercial discipline</li></ul><p><b>
Account Planning &amp; Customer Engagement</b></p><ul><li>
Ensure strategic account plans are developed and maintained for key customers</li><li>
Support account managers in executive-level customer engagements and renewal negotiations</li><li>
Identify at-risk accounts and develop mitigation strategies to protect revenue</li></ul><p><b>
Cross-Functional Collaboration</b></p><ul><li>
Partner with Sales to ensure seamless transition from new customer acquisition to expansion opportunities</li><li>
Work with Service and Product teams to drive product adoption and identify unmet customer needs</li><li>
Collaborate with Finance and RevOps to improve forecasting accuracy and pipeline visibility</li></ul><p><b>
Data &amp; Performance Management</b></p><ul><li>
Implement dashboards and reporting to track expansion pipeline, renewal performance, and account health</li><li>
Analyze customer usage, adoption, and revenue trends to inform growth strategies</li><li>
Continuously refine segmentation and account coverage models to optimize revenue potential</li></ul><p></p><p><b><br>
Qualifications:</b></p><ul><li>
Bachelor&rsquo;s degree in a business-related field preferred</li><li>
10 years of experience in relationship management and customer success</li><li>
Minimum 5 years of experience in team management with 2+ years of experience leading leaders preferred</li><li>
Experience in Payroll, HCM, or related areas preferred</li><li>
Proficient in Outlook, Word, Excel, and ideally Salesforce</li><li>
Strong communication skills</li><li>
Strong analytical and process-oriented mindset</li><li>
Strong persuasion, negotiation, and consensus-building skills</li><li>
Deep understanding of key revenue drivers and customer value levers</li><li>
Experience in leading and managing account management teams in dynamic environments</li><li>
Data-driven approach with an aptitude for leveraging industry trends and best practices</li></ul><p></p><p><b><br>
PrimePay Offers:</b></p><ul><li>
A competitive base salary plus bonus</li><li>
Access to personal, group training and career advancement</li><li>
Leadership development through individualized support and career mentoring</li><li>
Medical, dental and vision insurance, 401(k) with match, paid time off, paid holidays, flexible spending account, life insurance and STD/LTD</li></ul></div></div><div></div><div><h1 class="jobSectionHeader"><b>
Benefits</b></h1><div><div><div><div><p>
Health Insurance</p></div></div></div><div><div><div><p>
Dental Insurance</p></div></div></div><div><div><div><p>
Paid Time Off (PTO)</p></div></div></div><div><div><div><p>
Paid Holidays</p></div></div></div><div><div><div><p>
401(k) Matching</p></div></div></div><div><div><div><p>
Vision Insurance</p></div></div></div><div><div><div><p>
Life Insurance</p></div></div></div></div></div></div></div>

Director, Account Management

LiveData

<div><p>LiveData Explained</p><p></p>
Customer Success Technical Manager<p>
LiveData | Remote, United States (Eastern Time preferred) | Full-Time</p>
About LiveData<p>
LiveData is a healthcare technology company automating clinical and operational workflows across Electronic Health Record (EHR) systems. Our engineering team treats AI coding assistants as standard development tools, not experiments. We build on a serverless-first AWS architecture to keep systems lean and costs low.</p><p></p>
The Role<p>
We are hiring a Customer Success Technical Manager to own technical issue resolution and product documentation for our hospital customers. You will report to the Director of Customer Success and work alongside a Customer Success Project Manager to deliver a hands-on, responsive customer experience.</p><p></p><p>
This is a problem-solving role. When a customer reports an issue, you take it from intake through resolution: understanding the problem, developing a technical fix or workaround, and communicating the outcome. You also write and maintain the documentation that helps customers succeed with our product independently.</p><p></p>
What You Will Do<ul><li>
Take in reported customer issues, diagnose root causes, develop technical solutions, and communicate results to hospital stakeholders</li><li>
Proactively track and manage open issues, keeping customers informed on status and timelines</li><li>
Write and maintain technical documentation, including user guides, troubleshooting references, and release notes</li><li>
Collaborate with Engineering on defect resolution and with Product on feature requests surfaced through support</li><li>
Work with DevOps on release planning to understand how updates affect customer environments</li><li>
Train hospital staff on product features, configurations, and workflows</li><li>
Use AI tools (Claude Code and similar) as part of your daily workflow</li></ul><br>
<b>
Requirements</b><br>
<br>
What You Bring<p>
Required:</p><p></p><ul><li>
5+ years of experience as a software engineer or in a technical customer-facing role</li><li>
Ability to diagnose and resolve software issues independently, including reading logs, querying databases, and tracing integrations</li><li>
Experience communicating technical information to non-technical stakeholders in healthcare settings</li><li>
Strong written communication skills, with demonstrated ability to produce clear technical documentation</li><li>
Experience working across engineering, product, and clinical teams</li></ul><p></p><p>
Preferred:</p><p></p><ul><li>
Experience with EHR systems (MEDITECH, Oracle Health/Cerner, Epic) or healthcare data standards (HL7, FHIR)</li><li>
Familiarity with AWS services or cloud-based SaaS platforms</li><li>
Experience with AI-assisted development tools and workflows</li><li>
Background in healthcare IT support, implementation, or customer success</li></ul><p></p>
What Sets This Role Apart<ul><li>
Technical depth required. This is not a relationship management role. You need the engineering background to diagnose issues, build fixes, and explain solutions to hospital IT teams.</li><li>
AI-assisted workflows are expected. We use AI tools daily; comfort with AI-assisted work is a baseline, not a bonus.</li><li>
Documentation is a first-class responsibility. You own the documentation that customers rely on. Clear writing matters as much as technical skill.</li><li>
Direct hospital engagement. You communicate directly with hospital customers. Understanding clinical workflows makes you more effective.</li></ul><p></p><b><br>
Benefits</b><br>
<br>
Compensation<p>
Competitive salary commensurate with experience. Benefits include health, dental, and vision insurance; 401(k); paid time off; and remote work flexibility.</p><p></p>
Work Location<p>
This is a fully remote opportunity. However, you must be able to meet approximately quarterly in the Boston area for all-hands, in-person get-togethers. We strongly prefer employees in the Eastern Time Zone. If you live elsewhere, it would be great to demonstrate previous experience working core business days between 8 AM and 5 PM Eastern.</p><p></p>
Employment Authorization<p>
Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship.</p></div>

Customer Success Technical Manager

Wisedocs AI

<p></p><div><p><b>Strategic Customer Success Manager (Insurance Carriers)</b></p><p>
Wisedocs is a fast-growing, venture-backed AI platform that transforms how insurance companies analyze claims. With ~$20M USD raised, 100+ team members globally, and 90+ customers across North America and Australia, we&rsquo;re doubling revenue year over year.</p><p>
Founded by experts who&rsquo;ve experienced the claims process firsthand, Wisedocs combines deep domain knowledge with next-gen AI trained on 100M+ documents. Our platform turns complex medical records into clear, structured insights&mdash;backed by expert human oversight.</p><p>
Join a mission-driven team building intelligent products that cut through complexity, accelerate decision-making, and make a real impact when it matters most.
<br>
<br>
<b>This is a remote role with twice-yearly on-site presence required in Downtown Toronto.</b><br>
<br>
<b>Role Summary</b></p><p>
Wisedocs is expanding our partnerships with large insurance carriers, and this role plays a critical part in that growth. Our largest customers operate complex, high-volume claims environments that require thoughtful relationship management, deep operational understanding, and proactive leadership. As our first Strategic Customer Success Manager focused on insurance carriers, you will help define how we support enterprise customers, navigate complexity, and deliver long-term value.</p><p>
The Strategic Customer Success Manager (Strategic CSM) is responsible for the success, retention, and renewal of Wisedocs&rsquo; largest and most complex insurance carrier customers. This role partners closely with claims operations, medical management, and leadership teams to ensure Wisedocs is deeply embedded into core claims workflows.<br>
<br>
This is a highly senior, strategic role requiring deep insurance and claims operations understanding, strong executive presence, and the ability to lead complex, multi-stakeholder accounts through change, risk, and renewal.<br>
<br>
<b>What you'll be doing:</b></p><br>
<ul><li>
 <b>Strategic Partnership &amp; Customer Leadership:</b> Serve as the strategic owner for major insurance carrier accounts, responsible for executive alignment, long-term value realization, and account direction. Lead strategic check-ins, business reviews, and planning conversations that align Wisedocs to customer operational goals. Build trusted relationships with claims leaders, medical directors, operational managers, and executive stakeholders.</li><li><b>
Renewal Ownership:</b> Own the renewal lifecycle for assigned accounts, including early risk assessment, renewal forecasting, and strategic positioning. Proactively identify value gaps or risks well ahead of renewal timelines. Prepare executive-level business impact summaries, usage insights, and alignment materials. You will approach renewals as a continuation of partnership, grounded in demonstrated value, operational outcomes, and trust.</li><li><b>
Risk Management &amp; Escalation Handling:</b> Identify early health risks through usage patterns, sentiment shifts, workflow anomalies, or escalation trends. Respond quickly and empathetically to escalations, providing clear timelines and follow-up. Partner cross functionally to drive resolution. Maintain structured documentation of issues, root causes, and action plans.
</li><li><b>Cross-Functional Leadership:</b> Act as the voice of the customer internally. Collaborate with Product, ML, Engineering, Implementation, and Support. Work within a pod structure to ensure coordinated support for large carriers. Surface patterns from customer files and behaviours to inform product roadmap discussions. Contribute to the development of strategic account processes, tools, and best practices to support a scalable enterprise customer success motion.</li></ul><p><b><br>
What Impact You Will Make</b></p><ul><li>
Strengthen relationships with Wisedocs&rsquo; largest insurance carriers through proactive engagement, thoughtful business reviews, and consistent follow-through</li><li>
Drive retention and renewal outcomes by helping customers clearly understand and realize value within their claims workflows</li><li>
Reduce operational friction and escalations through early risk identification and structured intervention</li><li>
Influence product direction by bringing forward clear, customer-informed insights from complex carrier environments</li></ul><p><b><br>
What Experience We Need</b></p><ul><li>
10+ years managing enterprise customers in SaaS.</li><li>
Strong understanding of insurance and claims operations, including complex, regulated customer workflows
</li><li>Demonstrated experience owning and leading enterprise renewals</li><li>
High technical aptitude and ability to quickly understand and explain technical concepts to diverse audiences</li><li>
Proven ability to lead complex accounts independently while collaborating effectively cross-functionally</li><li>
Exceptional organizational discipline, executive communication, and presentation skills</li><li>
Strategic, proactive problem-solver who identifies risk early and drives solutions forward</li><li>
Comfortable operating in fast-paced, evolving environments</li></ul><p><b><br>
What We Offer</b></p><ul><li>
Remote work environment
</li><li>Modern employee benefits, including health and dental coverage
</li><li>Competitive compensation, with valuable stock options, as we&rsquo;re still a young company growing very quickly.
</li><li>An opportunity to develop very rapidly in your career. We can offer you a super-immersive learning environment, and when you thrive there, you will have the opportunity to rapidly develop this opportunity into senior practitioner or management opportunities as you choose.
</li><li>Access to a learning and professional development fund to help you level up your career while you&rsquo;re working with us. We hope to be an incredible step up in your career if you decide to come and work with us.
</li><li>Company events
</li><li>Generous Paid Time Off
</li><li>Paid Sick Days
</li><li>Casual Dress code
</li><li>Employee Referral Bonus
</li><li>Tuition Assistance
</li>Plus, many other Recognition Programs!<br>
<li>
</li></ul><p><br>
<b>Recruitment Journey at Wisedocs</b>
</p><p>We're excited to meet you and explore the possibilities together! At Wisedocs, honesty is one of our core values. Our Recruitment process is transparent to ensure you are set up for success:
</p><ul><li><b>Round 1 </b>&ndash; People &amp; Culture Chat: 20&ndash;30 min conversation about your background, goals, and the role</li><li><b>
Between Rounds 1 &amp; 2</b> &ndash; Take-Home Exercise: If you move forward, our People &amp; Culture team will send you a take-home case study to prepare in advance of your next interview</li><li><b>
Round 2</b> &ndash; Interview with the Director of Customer Success: You&rsquo;ll present your prepared take-home case study and discuss your approach, thought process, and recommendations (1 hr)</li></ul><ul><li><b>
Round 3</b> &ndash; Interview with the SVP of Customer Success: Deep dive into your experience and problem-solving approach (45 mins)</li><li><b>
Round 4</b> - Leadership Conversation: Meet our COO to learn about their vision and your impact (30 min)</li></ul><p><b><br>
Note: </b>We use AI-powered tools alongside human review to support a fair, inclusive, and efficient hiring process, helping us work smarter and create better experiences for our customers and team.</p><p>
This posting is for current and future opportunities at Wisedocs. Even if there isn&rsquo;t an immediate opening, we&rsquo;re always excited to meet great people. If your experience lines up, we encourage you to apply &mdash; we&rsquo;ll reach out when a role opens that&rsquo;s a good fit.</p><ul><li>Wisedocs AI is an equal opportunity employer and are committed to providing employment accommodation in accordance with AODA. If you require an accommodation, please notify us and we will work with you to meet your needs.</li></ul></div>

Strategic Customer Success Manager (Insurance Carriers)

Stellar Health

<div><p><b>About Stellar Health:</b></p><p>
Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.</p><p>
At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.</p><p>
Stellar is a US-based Health-tech backed by Top VCs (<i>General Atlantic, Point72, &amp; Primary Venture Partners)</i> with an established product &amp; proven operating model. We&rsquo;ve shown that we make a real difference for physician practices and their patients.</p><p>
The Director of Provider Success, Market Performance will be responsible for leading and driving performance of our largest markets. The Market Performance team is responsible for ensuring that the healthcare organizations participating in the Stellar program are engaged, using the Stellar App effectively, and closing critical care gaps for patients. Reporting to our Senior Director, Market Performance, this role will have four key areas of focus:</p><ul><li><p><b>
Team Leadership:</b> Lead a team of high performing managers and individual contributors. Support all activities related to driving provider engagement and performance. Develop and grow talent.</p></li><li><p><b>
Relationship Development with Provider Organizations: </b>build and foster relationships with executive stakeholders at our most strategic provider organizations to drive engagement and growth.</p></li><li><p><b>
Provider Network Performance Management:</b> Utilize data to track network and market trends, making actionable, data-informed recommendations for team strategy. Partner with your team on executing on that strategy to drive provider performance.</p></li><li><p><b>
Cross-functional collaboration and problem-solving:</b> Build strong partnerships with your key market counterparts in Customer Success and Enterprise Growth and across the organization with the broader Operations team, Network Growth, and Product Teams.</p></li></ul><p></p><p><b>
What you'll do:</b></p><ul><li><p>
Oversee, grow, and develop one of our key markets, including the direct management of team managers and various levels of individual contributors</p></li><li><p>
Deliver on key provider success metrics for your market</p></li><li><p>
Coach and partner with your team on building and developing relationships with your market&rsquo;s medical groups, with a focus on executive-level relationships</p></li><li><p>
Serve as a point of escalation for key strategic providers in your market</p></li><li><p>
Partner closely with your Customer Success and Enterprise Growth partners to drive the strategy for your market, including being accountable for ARR and provider and customer performance</p></li><li><p>
Leverage data to inform decisions and recommendations on where the team should focus its efforts, adjust strategy, prioritize initiatives, and develop new tactics</p></li><li><p>
Work with the broader Provider Success leadership team to develop and implement scalable processes and playbooks</p></li><li><p>
Collaborate with cross-functional teams to advocate for product/process changes that will result in improved provider experience and performance</p></li></ul><p><b>
Skills and Experience:</b></p><ul><li><p>
At least 8 years of experience in a healthcare operations role</p></li><li><p>
At least 5 years of experience in a people management role, with demonstrated success in hiring, coaching, mentoring, and developing a high performing team</p></li><li><p>
Recent experience in Population Health, Clinical Operations, or Value Based Care organization is a must</p></li><li><p>
An in-depth understanding of the responsibilities of various roles within a provider&rsquo;s office. Demonstrated ability to build stakeholder relationships with these roles.</p></li></ul><ul><li><p>
Excellent data analysis skills, including the ability to utilize Excel and BI tools to understand challenges</p></li><li><p>
Ability to communicate and build immediate trust across all levels of internal and external stakeholders (from front-desk users to executive teams of large health systems)</p></li></ul><p></p><p><b><br>
Perks &amp; Benefits:</b></p><p>
Stellar offers a carefully curated selection of wellness benefits and perks to our employees:</p><ul><li><p>
Medical, Dental and Vision Benefits</p></li><li><p>
Flexible PTO</p></li><li><p>
Universal Paid Family Leave</p></li><li><p>
Company sponsored One Medical memberships and Citibike memberships</p></li><li><p>
Medical Travel Benefits</p></li><li><p>
A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations</p></li><li><p>
Stock Options &amp; a 401k matching program</p></li><li><p>
Career development opportunities like Manager Training, coaching, and an internal mobility program</p></li><li><p>
A broad calendar of company sponsored social events that for our in-office and remote employees</p></li></ul><p><b>
Diversity is the key to our success</b>. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.</p><p>
We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.</p><p>
Stellar Health Employment Privacy Notice</p><p><b>
At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process</b>. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.</p><ul><li><p><b>
Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @</b><b>stellar.health</b><b> email address.</b></p></li><li><p>
Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.</p></li><li><p>
We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.</p></li></ul><p>
If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact people-team@stellar.health. If you believe you've been a victim of a phishing attack, please mark the communication as &ldquo;spam&rdquo; and immediately report it by contacting the U.S. Federal Trade Commission.</p><p>
Compensation Range: $180K - $220K</p></div>

Director, Provider Success

Sephora

<div><p>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.</p><p><br>
</p><p><b>Reporting to: Marketing Director.</b></p><p><b>
Location</b>: Dubai, United Arab Emirates.</p><p></p><p><b><br>
Position Purpose:</b></p><p>
Own overall Customer Loyalty Strategy for Sephora Middle East. Provide expertise and leadership to define and implement customer loyalty strategies that successfully build profitable, long-term customer relationships across all channels. Partner with cross-functional teams, business partners, and channel execution groups to define and design an impactful promise for the loyalty program, and to ensure proper implementation, activation and measurements are in place. Lead the development of experience and communications strategies rooted in business and brand goals, customer data and channel-level best practices. Provide strategic direction into the data and technology needed to support the implementation and execution of the loyalty strategy and specific program management.</p><p></p><p><b><br>
You will excel and enjoy this position if you are ready to actively handle the following missions:</b></p><p><b>
Strategy</b><b>
</b></p><ul><li>Lead the development and execution of CRM strategy and function, including data gathering and quality, database understanding, targeting, marketing deployment and loyalty program enhancement and management.</li><li>
Evolve and optimize email, direct mail, SMS and touchpoint strategy to maximize customer loyalty and drive retention</li><li>
Evolve loyalty program to be a powerful loyalty driver that is consistent with the vision of the brand</li><li>
Drive strategic decision making through effective communication at a senior management level</li><li>
Support cross functional initiatives by serving as a thought leader across the company, providing consultation and best practices for CRM and customer engagement.</li><li>
Define key priorities for implementation and technologies needed and build data supported Business cases for strategic solutions</li><li>
Lead strategy roadmap and end-to-end execution of lifecycle campaigns to increase conversion and success against KPIs by leveraging channels</li><li>
Establish strong relationship with Products, Data science, Design, and other counterparts, collaborate on prioritization for roadmap and resolve dependencies</li><li>
Lead, manage and optimize all customer service processes and call center directives to ensure the best in class customer service from our call center teams.</li></ul><p></p><p><b><br>
Customer Insight
</b></p><ul><li>Set KPIs targets and assess the impact of CRM project short and long term</li><li>
Conduct market research in partnership with the central team to better understand new consumer expectations and rework the loyalty promise accordingly</li><li>
Prioritize and scope analysis request from cross functional teams (Marketing, retail, e-commerce) to ensure the right level of support is provided in a timely way (store cannibalization, retention of B&amp;M customers online during lockdown&hellip;)</li><li>
Establish analytics and reporting structure to educate other leaders about customers and CRM tactics</li><li>
Drive analysis of customer value and behavior data to produce actionable insights to embed onto life cycle campaigns that drive business strategies and value</li></ul><p></p><p><b><br>
Loyalty Program</b></p><ul><li>
Define and manage the SBP marketing plan / calendar including all activations and brand priorities in partnership with omnichannel and category teams ensuring smooth coordination with external and internal teams.</li><li>
Manage all aspects of marketing, media planning and PR related to the Loyalty program as well as the execution of the related direct marketing campaigns (target, offer&hellip;)</li><li>
Interpret campaign performance data and turn them into actionable business insights and communication guidelines</li><li>
Build story telling for the brands using reports to show the profitability of participating/ contributing to the loyalty program gifts</li><li>
Partner with Category Managers teams to lead the negotiation with brand suppliers on gifting and offers that will be used for the program</li><li>
Monitor closely on all the plans implementation, schedule and activities for all markets and offers to guarantee the consistency and right the image of SBP in all materials.</li><li>
Develop Beauty Pass members experiences that money can&rsquo;t buy and leverage on personalization to create unique customer journey to pamper our best members and grow their engagement.</li><li>
Build the brand love for the loyalty program buy building a strong promise and communicating loudly about the perks.</li></ul><p></p><p><b><br>
 </b><b>Team Structure &amp; Talent Management</b></p><ul><li>
Recommend appropriate organizational, budgetary and resource changes as needed.</li><li>
Develop key structures and workflows that contribute to the success of the CRM team and coordination with local and cross functional teams.</li></ul><p></p><p><b><br>
Do not hesitate to apply if you have:</b></p><ul><li>
The successful candidate for this role is not only a strategic thinker and problem solver able to break down business needs into technical requirements.</li><li>
Preferred experience of 6-8 years in Retail/Consumer Goods/FMCG or/and Fashion Industry with excellent track record of CRM/Loyalty Programs.</li><li>
Arabic is preferred, not mandatory.</li><li>
She/He has a track record of being a cross-functional collaborator who can lead with influence and drive multiple priorities in a fast-paced environment by working closely with Product, Data Science, Engineering, Marketing, and Retails Teams and flexibility to travel.</li></ul><p></p><p><b><br>
Here, you will find:</b></p><ul><li>
Community: In which authenticity is embraced, and the strength of our differences fuels our collective spirit.</li><li>
Culture of Empowerment: Learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead.</li><li>
Work that Brings Fulfilment: From delighting clients every day, to inspiring our industry at large, every action makes a difference.</li></ul><div></div><div><br>
Join us and belong to something beautiful</div></div>

CRM and Loyalty Director

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