Director, Customer Health Center of Excellence

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Health Center of Excellence in United States.

This role is a strategic leadership position responsible for building and scaling a global Customer Health Center of Excellence (COE). The Director will define and standardize customer health frameworks, lead customer journey mapping, and ensure consistent, actionable insights across regions and segments. Acting as a trusted advisor to executive leadership, this position drives global customer experience strategy, risk management, and Voice of Customer initiatives. The role requires cross-functional influence across Sales, Customer Success, Delivery, Marketing, and Product teams, balancing global standardization with regional adaptation. You will lead programs that identify risks, improve customer outcomes, and strengthen long-term loyalty. This is a collaborative, high-impact environment where analytical rigor, strategic thinking, and operational excellence directly influence business growth and customer satisfaction.

Accountabilities:

Establish and lead the global Customer Health COE, defining strategy, frameworks, governance models, and success metrics
Develop a clear, globally consistent definition of customer health, ensuring adoption across regions, segments, and teams
Lead global customer journey mapping to identify key moments and friction points, guiding cross-functional execution
Own the Voice of Customer (VoC) strategy, integrating qualitative and quantitative feedback into actionable insights
Deliver executive-level insights on customer health, sentiment, and experience, influencing strategic decisions
Build and maintain standardized customer health playbooks, risk management resources, and success motions
Collaborate with Enablement, CS leaders, Sales, Marketing, Finance, and Product teams to drive adoption and continuous improvement
Lead initiatives to address systemic drivers of churn and dissatisfaction, improving global customer outcomes

Requirements:

10+ years of experience in customer success, customer experience, operations, strategy, or analytics within global organizations
Demonstrated success building or scaling a Center of Excellence, customer health function, or global CX program
Deep expertise with customer success platforms such as Gainsight and lifecycle analytics
Proven ability to lead through influence across regions, cultures, and matrixed teams
Strong analytical, systems-oriented mindset with the ability to simplify complexity and drive action
Excellent executive presence, storytelling skills, and ability to synthesize data into insights
Highly collaborative leader with demonstrated cross-functional impact
Customer-obsessed with a passion for continuous improvement at scale
Global mindset with the ability to balance standardization and regional flexibility

Benefits:

Competitive salary and performance-based incentives
Comprehensive healthcare, dental, and vision coverage
Retirement savings plans with company contributions
Paid time off and company holidays
Flexible work arrangements and global collaboration opportunities
Career growth, training, and professional development programs
Inclusive, diverse, and collaborative culture emphasizing innovation and customer impact

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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Director, Customer Health Center of Excellence

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