Director - Customer Success
Foundation Health
Location
United States - Remote
Employment Type
Full time
Location Type
Remote
Department
GTMCustomer Success
About Foundation Health
Foundation Health is transforming healthcare through an AI-powered digital pharmacy platform that seamlessly connects operational infrastructure with high quality patient experiences. Our mission is to transform patient centric care by connecting fragmented infrastructure, optimizing care coordination, and removing friction from the patient journey. We refuse to adhere to the status quo; instead, we actively pioneer solutions that will shape the healthcare practices of tomorrow.
This ambitious vision is only achievable with the dedication of the right team propelling us forward. We firmly believe that a supportive and inspiring work environment fuels creativity, transforming it into groundbreaking innovation. It is this very innovation that not only benefits our organization but also positively impacts our people, partners, and most importantly, our patients.
At Foundation Health, we foster a culture that encourages our team members to broaden their horizons, urging them to bring their passion and curiosity to the workplace each day. We understand that diverse perspectives fuel progress, and we actively seek individuals who share our commitment to excellence and forward-thinking.
About the Role
As Director of Customer Success, you will be the cornerstone of our client relationships - overseeing onboarding, implementation, operational execution, and long-term account growth. You will serve as the strategic and operational lead for our customer engagements, ensuring a seamless experience from launch through renewal.
You will own post-sale customer relationships and will be responsible for service delivery, running standing meetings with clients, resolving issues and escalations, and identifying opportunities for upsell, expansion, and innovation (e.g., telehealth modules, new digital services). This is a cross-functional role requiring strong collaboration with product, engineering, and commercial teams.
Key Responsibilities
Oversee onboarding and implementation for new clients, ensuring timelines, milestones, and deliverables are met.
Serve as the primary point of contact for customers post-sale, owning the full lifecycle from implementation through renewal.
Coordinate weekly operational and project status meetings with client stakeholders and internal teams.
Manage service delivery, proactively addressing incidents, issues, and escalations to resolution.
Maintain deep knowledge of each client’s goals, priorities, and usage of Foundation Health solutions.
Develop and execute account success plans that drive value and long-term partnership.
Identify upsell and renewal opportunities and collaborate with sales and leadership to close expansion deals.
Partner with product and engineering to deliver customer feedback, inform product roadmap, and prioritize new feature development.
Monitor performance against SLAs and KPIs to ensure consistent service excellence.
Represent Foundation Health with professionalism, empathy, and a deep understanding of our mission and technology.
What We're Looking For
8+ years of experience in customer success, account management, management consulting, or client services - preferably in healthcare technology, SaaS, pharmacy operations, or digital health.
Proven ability to manage complex customer relationships, navigate organizational dynamics, and drive customer value.
Experience with onboarding and implementation for enterprise clients, ideally health systems or large provider organizations.
Strong operational skills and comfort running structured client meetings, reporting on progress, and managing escalations.
Excellent verbal and written communication skills with executive presence.
A natural collaborator with experience working cross-functionally with product, engineering, and commercial teams.
Entrepreneurial spirit and ability to thrive in a fast-paced, high-growth environment.
Passion for improving healthcare delivery and patient outcomes.
Ability to travel as needed for client engagements.