Director of Customer Success, Strategic Accounts

About MosaiMosai™ is the intelligent care coordination platform that brings together the fragmented pieces of healthcare into a clear, connected picture. Like a mosaic, our platform unites data, people, and processes so providers can make better decisions, coordinate care in real time, and deliver improved outcomes. With Mosai, home-based care organizations can thrive in value-based care while giving every patient the right care, in the right place, at the right time. Learn more at  https://www.mosai.com/Position SummaryMosai is hiring Directors of Customer Success to lead the CS teams serving our Strategic and Enterprise account segments. Strategic accounts require deep executive engagement, multi-stakeholder relationship management, and white-glove partnership. Enterprise accounts require a structured, relationship-driven engagement model that balances depth with portfolio breadth. Each Director leads a team of CSMs and Senior CSMs aligned to one of these tiers and reports to the Vice President of Customer Success.This is a player-coach role. You will spend meaningful time in accounts alongside your team, serving as an executive sponsor and escalation point on complex situations, while also building the processes, playbooks, and coaching structures that make your team consistently excellent.Job DutiesLead, coach, and develop a team of Customer Success Managers and Senior Customer Success Managers, building individual capability and a high-performing team culture within your tier. Help recruit, hire, and retain top CS talent as the organization scales. Own team-level performance against key metrics including gross revenue retention, product adoption, customer health scores, and engagement quality within your tier. Serve as an executive sponsor and escalation point on at-risk or high-complexity accounts, partnering directly with CSMs to stabilize and recover customer relationships. Develop and continuously improve tier-specific operating processes including account planning frameworks, QBR and EBR structure, health scoring criteria, escalation protocols, and onboarding handoffs from Professional Services. Partner with Account Management to ensure clean alignment between the success motion and the commercial motion, with clearly defined roles, shared visibility, and effective renewal handoffs. Collaborate with the Director of Core CS and the VP of Customer Success to align practices across the broader CS organization and maintain a consistent customer experience. Partner cross-functionally with Product, Professional Services, and Support to represent the voice of your customer segment and drive systemic improvements to the customer experience. Provide accurate visibility into team activity, account health, and retention risk through Salesforce and reporting tools. Participate in QBRs and EBRs with strategic and enterprise customers as a senior sponsor, particularly on high-value or at-risk relationships. All other job-related duties as assigned Minimum RequirementsBachelor's degree or equivalent experience. 10 or more years of experience in customer success, account management, or related post-sale functions in a B2B SaaS environment. 3 or more years of direct people management with a demonstrated track record of developing CS talent and building high-performing teams. Strong executive presence with experience engaging VP and C-suite stakeholders both internally and with customers. Demonstrated ability to drive gross revenue retention, reduce churn exposure, and build scalable CS programs within a high-touch coverage model. Skilled at working cross-functionally, particularly with Account Management, Professional Services, and Product. Excellent written and verbal communication skills; strong facilitation and executive presentation experience. Experience using Salesforce for account management, health tracking, and team visibility. Preferred Skills And ExperienceExperience operating within or designing tiered CS coverage models a strong plus. Healthcare software, health IT, or post-acute care experience strongly preferred. Experience leading teams through organizational change or post-merger integration a strong plus. Physical Demands of Our Work EnvironmentThis position uses a computer and other office equipment as needed to perform duties. The in-office noise level in the work environment is typical of that of an office. Frequent interruptions may be encountered throughout the workday. The employee is required to either stand or sit, talk and hear frequently required to use repetitive keying or hand motions. The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Mosai is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status, If you are unable to submit an application because of a incompatible assistive technology or disability, please contact us at careers@mosai.com. We will make every effort to respond to your request for disability assistance as soon as possible.Mosai is an E-verify employer. Your eligibility to work in the United States will be verified through the E-verify system if you apply and are selected for a position.