Director, Customer Success Desk

Director, Customer Success Desk

This hybrid position is based in Waltham, MA or Austin, TX.

The Director, Customer Success Management Desk drives the strategic vision of our Global Desk customer segmentation, leading the North America Desk Customer Success team with dotted-line leadership to team members in EMEA. The role reports directly to the Vice President and focuses on proactive engagement through a digital-first experience, ensuring customers adopt the product and realize value, which drives retention. It works cross‑functionally to deliver business outcomes, establish processes, and streamline activities.

• Develop and deliver a digital‑first customer success model for our Global desk segmentation.
• Oversee and direct day‑to‑day activities of a team of Customer Success Managers.
• Design and execute a proactive customer engagement strategy focused on driving high retention across enterprise customers.
• Design and deliver automated workflows to improve efficiencies within the customer engagement experience, including leveraging AI.
• Drive cross‑functional initiatives to ensure best‑in‑class customer experience.
• Deliver increased customer retention within the assigned customer base.
• Act as the escalation point for the team regarding Customer Success issues.
• Identify technical and satisfaction trends and provide "voice of the customer" feedback to upper management and cross‑functional teams.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, and CSM development.
• Develop staffing plans and hire new team members as needed, including forecasting and determining future needs.
• Manage and develop Customer Success personnel by providing direction, establishing clear, measurable objectives, managing performance, training, coaching, and taking corrective action when needed.
• Coordinate cross‑functional processes to help meet renewal and upsell targets and deliver on customer needs, including processes for CSMs to:
• Relay customer feedback to the Product team.
• Drive resolution to escalated accounts to ensure strong relationships.
• Provide feedback to Sales on customers' readiness.
• Other duties as assigned and required.

• Bachelor's Degree in Business or a related discipline.
• 11+ years' experience in the software industry.
• 5+ years of proven experience leading and developing a Customer Success organization for a rapidly growing technology company.
• Experience developing a digital‑first customer success motion.
• Experience working with AI to develop automated workflows and improve efficiencies within the customer engagement experience.
• Exceptional organizational skills & ability to deliver against multiple priorities.
• Excellent written and verbal communication skills.
• Motivated, self‑starter with an excellent work ethic and high level of integrity.
• Passionate about customer success to help retain and expand customer usage.
• Effective communicator who can articulate the needs of the customer and resolve both short and long‑term issues.
• Experience in Healthcare IT and/or cybersecurity verticals is a plus.

This position offers a total compensation range of $ to $ (inclusive of base salary and variable compensation, such as bonuses and incentives). In addition, more information about Imprivata's benefit offerings can be found here.

Imprivata provides equal employment opportunities, regardless of race, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.