Customer Success Director

Description

Customer Success Director

In Office Every Thursday in Elmhurst, IL Required

Join Med Speed and help deliver health! We're a healthcare logistics company partnering with organizations nationwide to transport vital medical supplies and specimens. At Med Speed, teamwork, integrity, and growth drive everything we do. If you're passionate, driven, and ready to make a real impact, we want to hear from you. Today, we have a nationwide presence with locations across the U.S., yet we've never lost the entrepreneurial spirit and close-knit culture that defined us from day one.

Our people are at the heart of what we do and how we support our customers. We work as one team, we keep our promises, and we get better every day. These aren't just words; they shape how we support each other, grow together, and deliver real impact.

The Customer Success Director will lead and strengthen our strategic customer relationships; responsible for driving customer success across the lifecycle, ensuring commitments are achieved, service quality is consistently met, opportunities for growth are uncovered, and the overall value of Med Speed is fully realized. The Customer Success Director will serve as a trusted partner to customers, fostering deep relationships that lead to strong renewals, while also championing collaboration across internal and external teams to deliver success.

This role requires a strategic thinker with exceptional project management, communication, and leadership skills who can unite cross-functional groups, advocate for customers, and inspire confidence at all levels.

How You Will Contribute:

• Serve as the primary executive-level point of contact for strategic customer accounts.
• Develop, nurture, and expand trusted relationships with senior stakeholders, key decision-makers and influencers.
• Organize and maintain internal and external account team definition; ensuring roles are well defined and relationship gaps are identified and closed
• Act as a trusted advisor, providing industry insights and helping customers navigate challenges.
• Act as the voice of the customer, advocating for their needs internally and influencing process improvements and product enhancements.
• Guide customers from onboarding through renewal, ensuring consistent achievement of commitments.
• Monitor success metrics, proactively addressing challenges to drive outcomes and satisfaction.
• Lead regular business reviews with clients, highlighting ROI, service outcomes, and align on evolving priorities
• Demonstrate subject matter expertise in how Med Speed services create value and how internal processes support customer outcomes.
• Along with the account team, identify opportunities for service optimization, efficiency, and added value.
• Project manage strategic customer initiatives from creation through completion
• Stay current on industry trends, competitive pressures, and customer challenges to advise effectively.
• Ensure delivery of services meets or exceeds expectations and aligns to strategic goals.
• Identify risks to renewal early by analyzing customer health metrics, contract compliance, and service utilization trends.
• Identify and execute opportunities for cross-selling and service expansion within existing healthcare accounts.
• Partner across commercial team to align on revenue growth strategies and renewal forecasting.
• Partner with internal cross-functional teams (Operations, Sales, Product, and Support) to deliver a seamless customer experience.
• Champion the customer's voice internally, influencing priorities and aligning resources.

Skills For Success:

• 7+ years of progressive experience in Customer Success, Account Management, Client Services, Consulting, or a related customer-facing leadership role.
• Bachelor's degree in Business Administration, Communications, or a related field.
• Proven track record managing strategic, complex, or enterprise-level customer relationships with demonstrated success in retention, renewal, and expansion.
• Experience working in a B2B services, particularly where value realization is not immediate or transactional.
• Demonstrated ownership of the end-to-end customer lifecycle
• Experience partnering closely with Sales, Operations, Product, and Executive Leadership
• Deep understanding of healthcare operations and service delivery models
• Strong project management skills, with experience managing cross-functional teams in complex environments
• Excellent communication, negotiation, and executive relationship-building skills
• Experience with CRM and contract management platforms
• Data-driven mindset: ability to use customer health scores and contract performance data to drive decisions and forecast outcomes.

Our Commitment to You:
Med Speed knows that doing meaningful work starts with being part of a company that values your well-being. That's why, in addition to a collaborative and purpose-driven culture, we offer benefits that support your life both at work and beyond it. This includes medical, dental, and vision coverage; flexible spending accounts; paid…