Director of Customer Success

We are Remodel Health, the health benefits platform that revolutionizes health benefits to resource organizations with missions that matter. Our platform shifts organizations from traditional, one-size-fits-all health insurance plans to an individualized health insurance experience for each employee and their family.

We were founded on faith-based principles, and have a heart to serve all organizations, from small to large to enterprise. Historically, our core customer pipeline has consisted of churches, K-12 private schools, Christian higher education, and faith-based nonprofits. In recent years, we have grown to serve largely for-profit organizations of all sizes.

Our team is collaborative, intentional, and prioritized. We care deeply for our customers and passionately believe there is a better way for employees to receive health benefits from their organization. Learn more about who we are here!

Position Summary

The Director of Customer Success is a pivotal leadership role responsible for the design, implementation, and refinement of Remodel Health’s customer success strategy. Sitting between executive leadership and tactical management, this role focuses on scaling the department, ensuring cross-functional alignment with Sales and Product, and driving the overall retention strategy. You will oversee the Assistant Director and help bridge the gap between high-level company goals and the operational reality of the CS team.

Key Responsibilities

Strategic Execution & Scaling

• Strategy Implementation: Convert the Senior Director’s vision into a comprehensive annual CS roadmap, focusing on churn reduction and lifetime value (LTV) expansion.
• Scaling Operations: Identify and remove bottlenecks in the customer journey to allow the team to support a rapidly growing client base without sacrificing quality.
• Economic Health: Own the department’s primary metrics, including Gross and Net Revenue Retention (GRR/NRR) and Net Promoter Score (NPS).

Organizational Leadership

• Management Oversight: Provide mentorship and direction to the Assistant Director to ensure team-wide consistency in coaching and performance management.
• Culture Champion: Foster a high-accountability, mission-driven culture that balances "heart for service" with data-driven results.
• Change Management: Lead the team through product pivots, regulatory changes (ACA/ICHRA), or internal shifts in technology.

Cross-Functional Advocacy

• Sales & Marketing Liaison: Partner with Sales to refine the "Ideal Customer Profile" (ICP) based on retention data and feedback from the CSM team.
• Product Influence: Act as the "Voice of the Customer" at the leadership level, prioritizing feature requests that drive the most significant impact on retention and ease of use.
• Executive Escalations: Serve as the senior-level contact for major broker partners and high-value enterprise accounts during critical milestones.

Qualifications

• Experience: 6+ years in Customer Success or Account Management, with at least 3 years in a multi-level leadership role (managing managers).
• Strategic Mastery: Proven ability to build and scale CS playbooks in a SaaS or tech-enabled service environment.
• Regulatory Expertise: Advanced understanding of the health insurance landscape, specifically reimbursement models like ICHRAs and QSEHRAs.
• Data Fluency: Expert-level ability to use data (ChurnZero, Salesforce, BI tools) to tell a story and drive departmental decisions.

Preferred Attributes

• Licensed: Active Health Insurance License.
• Systems Thinker: You don't just fix a problem for one client; you build a system so the problem never happens again for any client.

Benefits

• Full health benefits offering, including life, long-term disability, dental, and vision
• Generous PTO
• 401(k) match
• Sabbatical PTO available after 5 years

This is an in-office position in downtown Indianapolis four days/week, with work from home Fridays.