Senior Director of Customer Success - Reema Health

Location: Minneapolis, MN (non-local candidates will be considered and are encouraged to apply)

FLSA Status: Exempt

Job Status: Full Time

Work Model: Hybrid

Work Schedule: Monday–Friday with occasional evenings and/or weekends

Vehicle Required: No

Amount of Travel Required: Rare domestic travel

Positions Supervised: Director of Customer Success

Reports To: VP of Operations

Reema Health is both a social care and behavioral health provider. We believe that a personalized, community-based approach to care makes it easier for anyone to access the things they need to make their lives better. We know that life's challenges often exist because the systems built to help are a burden to navigate. We believe building a relationship with a real person — someone who listens, meets our members where they are, and understands the community — can ease those burdens and effectively connect members to health care.  Our mission-driven and member-focused company is seeking an experienced and highly self-motivated Sr. Director of Customer Success.

This role serves as the primary liaison between Reema and its customers, ensuring successful customer onboarding, ongoing account management, and internal coordination. The Director oversees the customer lifecycle, from pre-contract support to post-launch management, fostering strong relationships and delivering exceptional value.

How You Will Add Value:

Internal Leadership and Collaboration

• Lead and manage a high-performing Customer Success team. Oversee team activities and metrics, provide mentorship, and drive performance to ensure customer satisfaction and retention.
• Collaborate with the Growth team to facilitate a seamless transition of deals from contracting to implementation. Ensure ongoing customer support and success.
• Partner with cross-functional teams in Care Team Operations, Product, and Technology to create clarity and accountability with customer launches and ongoing service delivery and reporting expectations. 
• Collaborate with Reema's data team and customers on data issues.
• Collaborate with Reema's finance team to ensure accurate invoicing, contract management, and revenue realization, while maintaining strong customer relationships and optimizing profitability.

Customer Relationship Management

• Foster and manage relationships with internal and external partners as you manage accounts over the customer lifecycle. 
• Drive our customer's project plans and guide them as they implement new or updated offerings.
• Ensure that customers have a clear picture of Reema's value proposition by providing comprehensive reporting and updates. 
• Serve as the trusted advisor to our customers being able to anticipate, identify and resolve potential risks.
• Identify opportunities to delight and expand existing customer relationships.

Process & Project Management

• Oversee internal and external processes, ensuring timely reporting, data transfer execution, and the development of efficient, scalable systems for various customer implementations.
• Develop workflows, solution design documents, and other project artifacts, ensuring scope is clearly defined.
• Develop milestone plans that align to the overall project, including estimating project resource plans, and maintaining status reports for all business resources and end users, which include risk analysis and mitigation plans.
• Create better and faster ways of deploying our solutions by working with our product, operations and growth team.
• Manage multiple concurrent projects that vary in complexity and size. Track and communicate to both internal and customer stakeholders the progress of each project, and effectively use available resources to meet goals and timelines.

Education, Experience and Skills:

• Bachelor's Degree in business, marketing, communication or related field is required, Master's degree preferred.
• Minimum of 6-8 years of experience in implementation and project management, with a strong focus on health plans and healthcare systems.
• Minimum 3-5 years of people leadership experience. Experience leading Customer Success Managers, Implementation Managers, or Account Managers preferred.
• Proven experience working with health plans, particularly in statewide Medicaid and Medicare markets, with a strategic understanding of regulatory environments.
• Strong capability to lead cross-functional teams, manage multiple high-priority projects simultaneously, and make strategic decisions to meet organizational goals.
• Demonstrated success in implementing healthcare services, managed care products, or risk-bearing provider systems at scale.
• Exceptional interpersonal and communication skills, with a track record of building and maintaining strategic relationships with customers, stakeholders, and executive leadership.
• Proven ability to deliver outstanding customer service and drive customer satisfaction, with an understanding of how implementation impacts overall business success.
• Experience in leading process improvements while managing new launches and program updates, demonstrating a proactive approach to enhancing operational efficiency.
• Ability to thrive in dynamic environments, navigating rapid changes and fostering a culture of innovation and continuous improvement.
• Strong analytical and resourceful problem-solving skills, with the ability to make data-driven decisions and provide strategic insights.
• Preferred: High growth startup experience.

Benefits: 

• Competitive Salary and Equity Package
• Medical, Dental, and Vision Insurance
• HSA, FSA, and Life Insurance Options
• 401(k) Retirement Savings with Company Match
• Employee Assistance Program
• Flexible Schedules and Remote Work
• Technology Stipend
• Accrued Paid Time Off
• Paid Family and Medical Leave

As an equal opportunity employer, Reema Health is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status, or other non-job-related characteristics or other prohibited grounds specified in applicable federal, state and local laws.

Reema Health has reviewed this job description to ensure that essential functions and basic responsibilities have been included. It is intended to provide guidelines for job expectations and assess the prospective employee and/or current employees ability to perform the position described. It is not intended to be interpreted as an exhaustive list of all functions, responsibilities, skills, and abilities for this role. Additional functions and requirements may be assigned by supervisors as deemed appropriate.