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ChurnZero | Customer Success Program Director

ID
2025-2034
Category
Customer Success
Position Type
Regular Full-Time
Min
USD $140,000.00/Yr.
Max
USD $160,000.00/Yr.

Overview

The Digital Customer Support Program Director leads symplr's digital-first Customer Success strategy and execution to drive retention, growth, and satisfaction across all segments. This role combines strategic leadership with operational excellence, leveraging ChurnZero to scale engagement and deliver measurable outcomes.

 

Duties & Responsibilities

  • Develop and execute the Digital Customer Success strategy, including tech-touch programs, lifecycle journeys, and automation using ChurnZero
  • Recruit, manage, and develop a high-performing Digital Customer Support team (Admin + pooled CSMs) to support scalable coverage
  • Establish processes, best practices, and success metrics for digital engagement and customer lifecycle management
  • Collaborate cross-functionally with Sales, Services, Product, Marketing, and Support to mitigate customer challenges and ensure ROI delivery
  • Analyze customer data to identify churn drivers and implement strategies to improve retention and growth
  • Partner with Sales to align on expansion and upsell opportunities, proactively addressing renewal risks
  • Create and maintain enablement materials, dashboards, and reporting to improve organizational effectiveness
  • Champion a customer-centric culture and foster strong relationships through digital channels and occasional strategic interactions

Skills Required

  • Eight years’ experience in SaaS Customer Success, with at least three years in leadership roles building digital Customer Success programs
  • Proven experience with ChurnZero or similar CSPs, health scoring, and automation workflows
  • Strong analytical, strategic planning, and cross-functional collaboration skills
  • High aptitude for data manipulation and technical integrations
  • Excellent communication, collaboration, and critical thinking skills
  • Ability to communicate with employees at all levels of an organization
  • Ability to proactively evaluate programs and implement improvement ideas on an ongoing basis
  • Possess a high attention to detail
  • Work well in a fast-paced, innovative environment 
  • Bachelor's Degree prefered
  • 5+ year healthcare experience
  • Ability to travel up to 25%
  • Experience in public speaking (preferred)
  • Account management or sales experience (preferred)

Min

USD $140,000.00/Yr.

Max

USD $160,000.00/Yr.

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The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.


Applicants must be authorized to work in the U.S. on a full-time basis without the need for current or future sponsorship.


About symplr:

symplr is revolutionizing healthcare operations with a first-of-its-kind platform that drives effective, efficient, and connected workflows while increasing operational benefits and scaling clinical, financial, and quality outcomes—driving value where it matters most.


We are a remote-first company with employees working across the United States, India, and the Netherlands. Guided by values, we focus on teamwork, championing our customers, being rooted in action and outcomes, overcoming challenges, and leading through equality and integrity. Read more about symplr's culture and values at symplr.com/careers.


Perks & Benefits:

  • Company Sponsored Medical, Dental & Vision
  • Safe Harbor 401K with Employer Matching up to 5%, eligible upon hire with immediate vesting
  • HSA Employer Contributions, Employer Paid Life, Short-term and Long-term Disability, and AD&D Insurance Plans
  • Permissive Time Off Plans, Volunteer Time Off, & 12 Paid Holidays
  • Fully Paid Medical Leaves of Absence and Bonding Leaves for new parents
  • Tuition Assistance & Continuing Education Reimbursement available
  • Additional Employer-Paid Programs: Cleo Family Services, Care@Work Memberships, Headspace Memberships, LifeMart Discounts, and more!

symplr is an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.


As an ongoing commitment to reasonably accommodate individuals with disabilities, symplr has established alternative methods to complete the application process. Disabled applicants needing assistance are encouraged to call 281.863.9500 if further assistance is required.


To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to symplr or any of our employees. We are not responsible for any fees related to unsolicited resumes.