Imprivata – Director, Customer Success – Waltham, Austin or Saint Petersburg, USA

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Job Description

Imprivata – Director of Customer Success

Come join a winning team! Here at Imprivata, you’ll see a dedicated group of professionals who care about improving healthcare. Our team thrives on collaboration and sharing ideas, whether in a cross-functional meeting or at one of our virtual team-building events.

While we’re diverse in our backgrounds and skills, we have much in common. A passion for our mission. A strong sense of integrity. A belief that we’re making a positive impact and a commitment to having fun.

We are seeking a Director of Customer Success to join our team.

Job Summary

The Director of Customer Success is responsible for ensuring that the Customer Success team assigned to named accounts delivers on the objective of ensuring customer success, satisfaction, and retention. This Director will work cross-functionally to drive business outcomes and establish processes to resolve customer issues. This Director is responsible for ensuring that processes and infrastructure are in place to ensure continued success, consistency in approach, and scalability. This Director will work cross-functionally with peers to ensure a seamless, experience for our customers to ensure we are easy to do business with, as well as supervise and mentor the leaders and members of the Customer Success organization.

Duties and Responsibilities

  • Oversee and direct day-to-day activities for a team of Managers, Team Leads, as well as Strategic and Mid-Tier Customer Success Personnel.
  • Design and execute our customer relationship strategy that is 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 the assigned customer base.
  • Escalation points for Team Leads and Managers regarding Customer Success issues.
  • Identify technical and satisfaction trends and provide “voice of the customer” feedback to upper management.
  • Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, and CSM development.
  • Develops staffing plans and hires 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. Take corrective action when needed.
  • Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customer 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.

Required Qualifications

  • Proven experience leading a Customer Success organization for a rapidly growing technology company.
  • Bachelor’s Degree in Business or a related discipline.
  • 10+ years’ experience in the software industry.
  • 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.
  • A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
  • Experience managing teams

Working Conditions

The Director of Customer Success must be willing and able to work with the highest profile client in a wide variety of circumstances which includes but is not limited to product escalations, contract disputes, and contract negotiations. Must be willing and able to travel to any location required to meet with customers or internal resources. Must also have a high affinity with senior management and executive staff.

Physical Requirements

The Director of Customer Success must be willing and able to travel to customer sites, Imprivata corporate locations, and trade show events. This role is regularly required to stand, sit, talk, hear, and use hands and fingers to operate a computer and telephone.

Direct Reports

  • Customer Success Team Leads
  • Senior Customer Success Managers
  • Customer Success Manager

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 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.

The Company is requiring all of its new employees who travel on behalf of Imprivata to be vaccinated against COVID-19.  However, when an employee cannot be vaccinated because of a disability or a sincerely held religious belief, practice, or observance, the Company will consider whether a reasonable accommodation is required by applicable law. If you believe that you cannot be vaccinated because of a disability or a sincerely held religious belief, practice, or observance, you may request accommodation by contacting us. Otherwise, you will need to provide proof of your COVID-19 vaccination prior to commencing employment.