Director, Customer Success

Description
Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.
We believe work can be more than a job or task-it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results-for your career, your teammates, and our customers.
When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose-and where every day you can make an impact-you'll find it here.
We are seeking a Director, Customer Success to join our team. This is a hybrid opportunity based out of our Waltham, MA office.
Job Summary
The Director, Customer Success is responsible for leading the North America Enterprise and Strategic Customer Success teams and will report directly to the Vice President. The Director will be responsible for ensuring this customer segmentation receives proactive engagement from the Customer Success Manager to drive product adoption and value realization leading to retention. This role will work cross-functionally to drive business outcomes and establish processes to streamline activities to make the team more efficient. The role will coach and mentor a team of Enterprise Customer Success Managers and first line managers, so having experience working within the Enterprise space and first line management is essential.
Duties and Responsibilities

• Oversee and direct day to day activities for a team of Managers, their respective teams and Enterprise CSM teams.
• Design and execute a proactive customer engagement strategy focused on driving high retention across our enterprise customer base.
• Drives cross functional initiatives to ensure a best-in-class customer experience.
• Deliver increased customer retention within assigned customer base.
• Escalation points for team leaders and managers regarding Customer Success issues.
• Identify technical and satisfaction trends and provides "voice of the customer" feedback to upper management and cross-functional teams.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, CSM development.
• Develops staffing plans and hiring new team members as needed, including forecasting and determining future needs.
• Manage and develop Customer Success personnel by providing direction, establishing clear, measurable objectives, managing performance, training, and coaching and taking corrective action when needed.
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customer's needs, including processes for CSMs to:
• Relay customer feedback to the Product team
• Drive resolution to escalated accounts to ensure strong relationships.
• Provide feedback to Sales on the readiness of our customers.
• Other duties as assigned and required.

Required Qualifications

• Bachelor's Degree in Business or a related discipline.
• 10+ years' experience in the software industry.
• 5+ years of proven experience leading a Customer Success organization for a rapidly growing technology company.
• Exceptional organizational skills & ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.
• Motivated, self-starter with an excellent work ethic and high level of integrity.
• Passionate about customer success to help both retain and expand customer usage.
• Effective communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Experience in Healthcare IT and/or cybersecurity verticals is a plus.

This position offers a total compensation range of $218,000.00 to $255,000.00 (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here. This range represents the high and low end of Imprivata's compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors, such as a candidate's location, skills, experience, and qualifications.
At Imprivata, we have a top-notch work environment, developmental opportunities, a competitive total rewards package, and the desire to have fun. If you have the skills and qualifications as we have described above, we want to hear from you!
Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
#LI-Hybrid #LI-ML1