Senior Director of Customer Success at Kipu Systems

Job description

Kipu is bettering the behavioral health landscape, helping treatment centers achieve the best outcomes and empowering patients and caregivers on every step of the recovery journey. Join us in our work to advance behavioral health care in our communities. Our innovative solutions support providers in treating addiction, eating disorders, and many other behavioral health conditions. Our EMR, CRM, and revenue cycle solutions help behavioral health facilities succeed in managing their patients' entire care journey but it is through our people that we truly make a difference. Role Overview The Senior Director of Customer Success is responsible for the strategy, performance, and culture of Kipu's Customer Success function. Reporting to the Chief Customer Officer, this leader owns retention, adoption, and customer lifetime value across Kipu's full customer base spanning SMB, mid-market, and enterprise segments in the behavioral health industry. The Senior Director of Customer Success leads a team of Customer Success Managers, sets the operating model for how we engage customers at every stage of the lifecycle, and serves as a critical cross-functional partner to Sales, Product, Marketing, and Professional Services. This is a builder / operator role. You will establish the systems, playbooks, and team capabilities needed to scale customer outcomes, while also rolling up your sleeves to solve complex escalations, drive executive relationships, and represent the voice of the customer internally. Key Responsibilities Strategy & Business Leadership • Define and execute the CS strategy across all customer segments, balancing digital/scaled engagement with high-touch coverage where warranted. • Own CS OKRs and key metrics including gross retention, net retention, product adoption, and customer health scores. • Own and refine the operating model segmentation, coverage ratios, engagement cadences, and success plays that enables the team to scale efficiently. • Demonstrate P&L awareness; manage headcount and investment decisions in alignment with ARR and cost-to-serve targets. • Use product, market, and industry expertise to anticipate customer needs and competitive dynamics, and translate those insights into CS priorities. Team Leadership & Development • Lead, coach, and develop a team of CSMs and a CS manager; build a culture of accountability, ownership, and continuous improvement. • Build development plans and succession pipelines; elevate manager effectiveness at scale. • Establish clear decision rights, accountability models, and operating rhythms that enable the team to execute with confidence. • Address performance proactively; recognize achievement and drive a high standard for both results and customer experience. Customer Outcomes & Lifecycle Ownership • Own the customer journey: onboarding, adoption, value realization, renewal, and expansion. • Design and refine scaled and high-touch engagement models that deliver meaningful outcomes across a portfolio of behavioral health customers. • Leverage customer health data, usage signals, and feedback to proactively identify risk, drive adoption, and surface growth opportunities. • Resolve complex escalations with urgency, orchestrating internal resources across Support, Product, and Services as needed. Cross-Functional Leadership • Champion enterprise-wide collaboration; resolve strategic conflicts and establish norms for cross-org execution on customer priorities. • Serve as the primary CS voice in leadership forums representing customer needs and influencing product roadmap, implementation priorities, and support investment. • Partner with Sales to define expansion triggers, renewal strategy, and CS-to-Sales handoffs. • Partner with Customer Enablement and Professional Services to ensure seamless customer experiences across the full lifecycle. • Shape the strategic narrative around CS performance for executive and board-level audiences. Qualifications • 8+ years in Customer Success, Account Management, or related functions with 4+ years leading people managers in a SaaS environment. • Demonstrated experience building and scaling CS organizations across multiple customer segments (SMB through enterprise). • Strong operational and analytical mindset; fluency in health scoring, renewal forecasting, and data-driven customer management. • Proven ability to navigate complex organizations and drive alignment across Sales, Product, and Services. • Experience with scaled and digital CS motions as well as high-touch enterprise engagement models. • Excellent executive communication skills, able to translate complex customer dynamics into clear strategy for senior stakeholders. • Adaptable and resilient; thrives in environments of change and ambiguity. • Healthcare or health tech SaaS experience strongly preferred; behavioral health familiarity a plus. Benefits & Compensation • Flexible paid time off. • 11 Paid Holidays. • Health, Dental, Vision, Disability, and Life Insurance. • Parental Leave. • Pet Insurance. • 401(K) with Company Match. Kipu Promise In an environment of rapid change, millions are struggling to cope. Kipu is here to help. Having shaped the industry for 10 years, today we focus on advancing our New Vision for the behavioral health ecosystem, evolving how it operates, interacts, communicates, and heals. We are an equal opportunity employer and highly value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Requirements

Must-haves

Strategy & Business Leadership
Define and execute the CS strategy across all customer segments, balancing digital/scaled engagement with high-touch coverage where warranted.
Own CS OKRs and key metrics including gross retention, net retention, product adoption, and customer health scores.
Own and refine the operating model segmentation, coverage ratios, engagement cadences, and success plays that enables the team to scale efficiently.
Demonstrate P&L awareness; manage headcount and investment decisions in alignment with ARR and cost-to-serve targets.
Use product, market, and industry expertise to anticipate customer needs and competitive dynamics, and translate those insights into CS priorities.
Team Leadership & Development
Lead, coach, and develop a team of CSMs and a CS manager; build a culture of accountability, ownership, and continuous improvement.
Build development plans and succession pipelines; elevate manager effectiveness at scale.
Establish clear decision rights, accountability models, and operating rhythms that enable the team to execute with confidence.
Address performance proactively; recognize achievement and drive a high standard for both results and customer experience.
Customer Outcomes & Lifecycle Ownership
Own the customer journey: onboarding, adoption, value realization, renewal, and expansion.
Design and refine scaled and high-touch engagement models that deliver meaningful outcomes across a portfolio of behavioral health customers.
Leverage customer health data, usage signals, and feedback to proactively identify risk, drive adoption, and surface growth opportunities.
Resolve complex escalations with urgency, orchestrating internal resources across Support, Product, and Services as needed.
Cross-Functional Leadership
Champion enterprise-wide collaboration; resolve strategic conflicts and establish norms for cross-org execution on customer priorities.
Serve as the primary CS voice in leadership forums representing customer needs and influencing product roadmap, implementation priorities, and support investment.
Partner with Sales to define expansion triggers, renewal strategy, and CS-to-Sales handoffs.
Partner with Customer Enablement and Professional Services to ensure seamless customer experiences across the full lifecycle.
Shape the strategic narrative around CS performance for executive and board-level audiences.
8+ years in Customer Success, Account Management, or related functions with 4+ years leading people managers in a SaaS environment.

Nice-to-haves

Healthcare or health tech SaaS experience strongly preferred; behavioral health familiarity a plus.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: adp-workforce-now
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave