As a Director of Customer Success at Greenway Health, you will lead a team of Customer Success Managers and/or Customer Success Specialists to support the post-sale needs of an assigned book of business. With joint focus on growing and developing a best-in-class team and achieving business goals, you will serve as a leader within the Customer Success organization. You will ensure teams provide excellent customer experience, aligned with company values and established metrics, while continuing to evolve and optimize procedures. In addition to managing day-to-day operations of the team, you will serve as a cross-functional leader to execute on strategic initiatives and act as the voice of the customer with internal partners (including sales, legal, finance, product). Essential Duties & Responsibilities  Manage day-to-day operations of your team / assigned book of business, delivering excellent customer experience, and achieving business goals. Actively monitor and forecast team performance metrics, including healthscores, renewals (GRR/NRR), and expansion opportunities (CSQL). Develop and deliver executive-level presentations both internally and externally. Serve as an escalation point for your team, handling customer issues that need management involvement, and providing guidance for non-standard situations. Monitor customer satisfaction metrics and implement strategies to foster positive sentiment, enhance overall customer experience, and drive retention. Iterate playbooks appropriately. Oversee the contract renewal process for your book of business, following internal processes and ensuring on time renewals align with commercial goals for the business. Collaborate with sales on CSQL to optimize upsell and cross-sell achievement. Own and iterate standard operating procedures, provide training and supporting documentation to the team, ensure execution of client experience expectations. Provide individualized coaching and development plans for each Customer Success Manager and/or Specialist on your team. Ensure alignment with performance standards, and recommend participation in stretch assignments that support growth goals. Deliver strong performance management, following HR processes and procedures for appropriate action (including promotions, transfers, and terminations). Advocate for the customer, sharing aggregate customer feedback, pain points, and themes with cross-functional colleagues within Greenway Health (including sales, product development, professional services, finance, and support). Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.