Senior Director, Customer Health & Critical Accounts

Responsibilities

Own and Build the Critical Accounts Program

• Design and iterate on the global Critical Accounts framework, including entry and exit criteria, account archetypes, playbooks, health assessment templates, and Get Well Plan standards.
• Design the central Critical Accounts organizational structure and hire a lean program management team.
• Establish intake and triage standards so qualifying nominations are validated, classified, and assigned a process lead and resource plan.
• Work with Customer Health to define signals and thresholds that proactively detect at-risk accounts.
• Own program coordination, including the master tracker, cross-functional stand-ups, 90-day checkpoints, and resource rebalancing.
• Own executive reporting, including weekly account status, monthly portfolio readouts, and quarterly summaries covering program KPIs, churn prevented, and cost-to-save ratios.
• Set and track KPIs such as de-escalation rate, time-to-exit, CSAT delta, churn prevented, and resource hours per account.
• Lead post-mortem reviews and route findings into QBRs, product prioritization, and process improvements.

Lead Customer Intelligence and AI

• Own the multi-year vision and strategy for the Customer Health Platform as a trusted platform for customer insight across GTM functions.
• Set roadmap priorities for new data sources, use cases, next-best-action capabilities, and AI-driven experiences.
• Make platform-level decisions on scope, sequencing, and investment as Customer Health scales across functions.
• Ensure Customer Health and Critical Accounts reinforce each other through health scores, signals, identification, triage, Get Well Plans, and portfolio reporting.
• Drive cross-functional alignment on how Customer Health orchestrates and surfaces insight across internal and external channels and user interfaces.

Provide Executive and Cross-Functional Leadership

• Serve as connective tissue across Customer, Product and Technology, Engineering, and GTM leadership on customer risk, intelligence, and intervention.
• Give executives real-time, high-trust visibility into the Critical Accounts and Customer Health portfolios.

Requirements

• 12+ years in Customer Success, Program Management, or Customer/GTM Operations, ideally in a consumption-based or B2B SaaS company.
• Several years in a people-management or senior program leadership role.
• Track record of building a program or function from the ground up, including designing frameworks, standing up teams, and establishing executive reporting.
• Experience managing complex, multi-stakeholder engagements under pressure.
• Strong cross-functional leadership without direct authority and ability to align Director- and VP-level peers.
• Executive-grade written and verbal communication, including presenting portfolio health, program KPIs, and business cases to senior leadership and the board.
• Data-driven approach to management, including building and tracking KPIs and reasoning about scoring, health signals, and model-driven recommendations.
• Familiarity with technical customer challenges, preferably cloud, data infrastructure, or databases.
• High composure in high-stakes, ambiguous situations and a bias toward bringing decisions and solutions.

Nice to Have

• Experience building and managing a Critical Accounts or similar escalation/save function, including entry and exit criteria, playbooks, and day-to-day portfolio management.
• Experience owning or sponsoring an AI-powered customer intelligence, account health, or GTM tooling initiative spanning multiple functions.

Compensation and Benefits

• Employee wellbeing and personal and professional development support.
• Employee affinity groups.
• Fertility assistance.
• Generous parental leave policy.