symplr

Compensation

Full Description

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 8 years’ experience in SaaS Customer Success, with at least 3 years in leadership roles building digital Customer Success programs Proven experience with ChurnZero, 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 preferred 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.