Director, Customer Success Desk

Director, Customer Success Desk

Ready to join a team that's all in? At Imprivata, we deliver unified access and security management programs that eliminate friction, empowering healthcare and mission-critical organizations to work smarter, faster, and more securely.

We believe work can be more than a job or task—it's a collective spirit; the type that emboldens creativity, embraces challenge, and fosters excitement. We are constantly raising the bar on what's possible, owning the outcome of our triumphs and trials, staying nimble amidst change, and cultivating an environment where we win together. Here, your ideas matter, your differences are celebrated, and your work drives real results—for your career, your teammates, and our customers.

When you join Imprivata, you embark on a shared journey of ambition and growth. We're committed to building an inclusive workplace where everyone feels valued and supported. If you're looking for a place to match your passion with purpose—and where every day you can make an impact—you'll find it here.

We are seeking a Director, Customer Success Management Desk to join our team. This is a hybrid opportunity based out of our Waltham, MA or Austin, TX office.

Job Summary

The Director, Customer Success Management Desk is responsible for driving the strategic vision of our Global Desk customer segmentation. The Director will lead the North America Desk Customer Success team with dotted-line leadership to team members in EMEA. This role will report directly to the Vice President. The Director will be responsible for ensuring this customer segmentation receives proactive engagement through a digital first experience as well as direct engagement with a group of Customer Success Managers.

The focus will be to ensure these customers are adopting the products and realizing value in their investment leading to retention. This role will work cross-functionally to drive business outcomes and establish processes to streamline activities to make the team more efficient. The role will coach and mentor a team of Customer Success Managers focused on a scale or 1:many model.

Duties and Responsibilities

• Develop and deliver a digital first customer success model for our Global desk segmentation.
• Oversee and direct day-to-day activities of a team Customer Success Managers.
• Design and execute a proactive customer engagement strategy focused on driving high retention across our enterprise customer base.
• Design and deliver automated workflows to improve efficiencies within the customer engagement experience including leveraging AI.
• Drives cross functional initiatives to ensure best-in-class customer experience.
• Deliver increased customer retention within assigned customer base.
• Escalation points for team regarding Customer Success issues.
• Identify technical and satisfaction trends and provides "voice of the customer" feedback to upper management and cross-functional teams.
• Help drive strategic initiatives and program improvement related to infrastructure, workflows, processes, CSM development.
• Develop staffing plans and hiring 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, and coaching and taking corrective action when needed.
• Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customer's 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 the readiness of our customers.
• Other duties as assigned and required.

Required Qualifications

• 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 develop efficiencies within the customer engagement experience.
• Exceptional…