Job Description
Role Summary
The Director of Partner & Customer Operations will lead the Customer Success organization while owning day-to-day management of key external vendors and partners. This role sits at the intersection of customer experience, operations, and partner performance, ensuring a seamless end-to-end experience for customers while driving accountability and efficiency across vendor relationships.
This is a highly cross-functional leadership role that blends strategy, process building, and hands-on execution.
Key Responsibilities Customer Success Leadership
Role Summary
The Director of Partner & Customer Operations will lead the Customer Success organization while owning day-to-day management of key external vendors and partners. This role sits at the intersection of customer experience, operations, and partner performance, ensuring a seamless end-to-end experience for customers while driving accountability and efficiency across vendor relationships.
This is a highly cross-functional leadership role that blends strategy, process building, and hands-on execution.
Key Responsibilities Customer Success Leadership
- Lead, develop, and scale the Customer Success team to deliver a best-in-class customer experience.
- Establish and track KPIs across customer satisfaction, retention, response times, and onboarding success.
- Design and optimize customer journeys, support workflows, and escalation processes.
- Partner closely with Product, Operations, Marketing, and Executive Leadership to align customer insights with business priorities.
- Hire, coach, and develop a high-performing Customer Success team.
- Own relationships with external partners and vendors supporting telehealth services and wellness product fulfillment.
- Define expectations, service levels, and operating cadences with partners.
- Monitor partner performance and proactively address quality, service, or operational gaps.
- Serve as the primary escalation point for vendor-related customer issues.
- Support contract negotiations, renewals, and ongoing partner optimization initiatives.
- Build scalable processes that support growth across customer experience and partner operations.
- Leverage data, reporting, and customer feedback to drive continuous improvement.
- Own and optimize tools and systems that support customer success and operational workflows (CRM, support platforms, reporting).
- Collaborate with leadership on customer experience strategy and operational planning.
- 7+ years of experience in Customer Success, Operations, or Partner Management.
- 3+ years of people management experience in a fast-growing environment.
- Proven experience managing external vendors or partners.
- Strong operational and process-building mindset.
- Excellent communication, leadership, and stakeholder management skills.
- Experience in telehealth, healthcare services, wellness, or subscription-based businesses.
- Familiarity with customer support and CRM tools (e.g., Zendesk, Salesforce, Customer.io).
- Data-driven leader with experience using KPIs to guide decision-making.