Director of Customer Success

About Tava:

If you could spend your time doing something truly meaningful, chances are you’d choose work that could change people's lives for the better. At Tava Health, that's exactly what we do every day.

Tava Health is a Series B startup, focused on scaling access to behavioral healthcare. We make meaningful connections between providers and clients accessible and easy by partnering with organizations to bring high-quality mental health care to their employees, members, and communities.

We're seeking a strategic Director of Customer Success whose passion for customer impact is matched by a drive to lead, grow, and innovate. You'll have the responsibility to ensure our diverse customer base—including employers and integrated partners—achieves measurable success while building and scaling a team that reflects our mission. Your work will empower customers to connect their members with life-changing mental health care. And that’s work worth doing.

Responsibilities:

• Own customer retention goals, ensuring high levels of satisfaction and renewals.
• Identify upsell and cross-sell opportunities, driving additional value for customers and revenue for Tava Health.
• Use customer insights and data to proactively address risks and create strategies to improve the customer experience.
• Develop and refine customer segmentation to ensure scalable and efficient management of accounts.
• Build and implement repeatable, standardized playbooks for customer onboarding, engagement, retention, and expansion, creating consistency across the team.
• Lead, mentor, and develop a small but growing team of Customer Success Managers, fostering a culture of accountability, feedback, and continuous learning.
• Establish clear performance metrics and goals and equip team members with the frameworks, resources, and coaching needed to achieve them.
• Represent the voice of the customer internally, collaborating cross-functionally with Product, Engineering, Data Science, Marketing, and Operations, to address customer needs and drive retention.
• Work closely with Sales to support onboarding and ensure seamless handoffs.

What success looks like:

• Retention: High gross and net revenue retention across customer accounts.
• Customer Outcomes: Customers consistently achieve measurable goals (e.g., employee/member engagement) and report high satisfaction (e.g., NPS/CSAT).
• Team Development: The team grows in strategic skills and operational execution, consistently meeting or exceeding performance metrics while delivering measurable customer impact.
• Operational Impact: Repeatable processes and frameworks ensure scalability and efficiency as Tava grows.
• Cross-Functional Alignment: Customer Success collaborates effectively with Product and other teams, clearly communicating customer needs while aligning with organizational priorities to drive impactful outcomes.

Requirements:

• Proven ability to lead and scale a Customer Success function, particularly in a growing B2B company.
• Strong strategic thinking skills, with experience designing segmentation, playbooks, and scalable engagement strategies.
• Data-driven mindset, with the ability to define and track key metrics such as retention, churn, and customer satisfaction.
• Exceptional communication and collaboration skills, with a proven ability to work across teams and present effectively to executive leadership.
• Proven ability to manage complex enterprise relationships—understanding customer incentives, navigating dynamics, and aligning stakeholders—while coaching team members to do the same.
• Demonstrated ability to navigate ambiguity and thrive in a fast-paced, evolving startup environment, balancing strategic priorities with day-to-day execution.

Note: Actual title and compensation are commensurate with qualifications and experience.

Why you’ll like working with us:

Enjoy working *remotely in this full-time position. Tava offers a flexible schedule, opportunities for growth, and (of course) a generous mental health benefit.

*For tax purposes, priority will be given to candidates living in states where we already have employees, including Alabama, Arizona, California, Connecticut, Florida, Idaho, Indiana, Maine, Maryland, New Jersey, New York, Oklahoma, Oregon, Tennessee, Texas, and Utah.

Tava is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, marital, or disability status.

As a recruiting team, we do our best to communicate with all candidates. If you have not received an email from Tava within a few days of submitting your application please check your spam filter.

***Please note: All Tava hiring is handled by company representatives using "@tavahealth.com" email addresses. Please beware of unauthorized recruiting communications requesting personal information. We never hire anyone without first completing a real-time, face-to-face interview (conducted by video or in-person), nor do we use encrypted instant messaging services like Signal. If you have questions regarding the authenticity of any outreach, please do not hesitate to use the chat feature on our website or contact us at [email protected]***

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