Customer Success Director

Mosaic Health (Castlight) Open · verified Sep 11, 2026

Remote US Full-time Director Customer Success

Leadership Customer Success role at Mosaic Health (Castlight). Remote, United States of America · full-time · $131,243–$196,865 base.

SalaryStated by Mosaic Health (Castlight)

$131,243 – $196,865

Base salary for this role, in USD per year, as published in the posting.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

Set the company-wide direction for customer success, including engagement models, measures, and lifecycle design
Personally manage key client relationships, handling executive escalations, program direction, and growth discussions
Build and improve health scores, QBR structures, and data-led approaches to reducing retention risk
Align customer success plans with sales, clinical, and product leaders across commercial and product priorities
Lead the team, scale its technology, and turn portfolio data into guidance for senior leadership

What you bring

You have a bachelor's degree plus at least twelve years guiding customer success strategy or enterprise accounts in healthcare or health technology
You have built and expanded customer success programs while owning retention and growth results
You communicate exceptionally well with executives and manage senior relationships effectively
You can create portfolio-level performance frameworks and understand health plan, employer, or value-based care markets
An MBA or other advanced degree is preferred

Who this fits

This role suits a senior customer success leader who can shape the function, advise executives, and lead customer success professionals. Strong labor and union experience is highly preferred. The position is remote within the United States.

From the employer

Job Description Summary

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**CANDIDATES WITH STRONG LABOR AND UNION EXPERIENCE HIGHLY PREFERRED

Defines the organization’s customer success strategy and sets the standard for how the organization
engages, retains, and grows its most important client relationships. Acts as the enterprise expert on
customer success model design, client lifecycle management, and portfolio performance optimization.
Shapes both the programmatic and relationship dimensions of customer success at the highest level,
influencing commercial outcomes and long-term client loyalty.
The Customer Success Director drives short- to mid-term strategy for the discipline and exercises
independent judgment on novel, cross-functional problems. This job operates as a subject-matter expert
across multiple functional areas, designing engagement and retention strategies where no established
precedent exists within the function, and influences both functional and cross-functional strategy.

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How will you make an impact & Requirements

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KEY RESPONSIBILITIES
• Set the strategic vision for customer success across the organization, defining engagement
models, success metrics, and client lifecycle frameworks.
• Own relationships with the most strategically significant clients, personally engaging at the
executive level on matters of program direction, escalation, and growth.
• Lead design and continuous refinement of customer success infrastructure, including health
scoring, QBR formats, and data-driven retention frameworks.
• Partner with sales, clinical, and product leadership to align customer success strategy with
enterprise commercial and product priorities.
• Evaluate and drive adoption of technology and tooling that scales customer success capabilities
across the team.
• Lead customer success professionals, setting quality expectations, establishing team standards,
and developing functional expertise.
• Synthesize portfolio-level performance insights to advise senior leadership on client satisfaction,
retention risk, and expansion opportunity.
QUALIFICATIONS
• Bachelor's degree required; 12+ years of experience in customer success strategy or enterprise
account leadership in healthcare or health technology.

• Deep expertise in designing and scaling customer success programs with direct accountability for
retention and growth outcomes.
• Exceptional executive relationship management and communication skills.
• Strong analytical capability with experience building portfolio-level performance frameworks.
• Expert knowledge of health plan, employer, or value-based care markets.
• MBA or advanced degree preferred.

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Compensation Range:

$131,243.00

$196,865.00

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.