Director, Customer Success

Director, Customer Success – Sylvan Health 
Integrating Nutrition into Primary & Specialty Care 

Company Overview 

Sylvan Health is a venture-backed healthcare innovator, transforming care delivery by seamlessly integrating nutrition into primary and specialty care practices. Our unique care model combines clinical expertise with cutting-edge technology, empowering providers to deliver impactful, evidence-based nutrition services that drive better patient outcomes and enhance practice profitability. As we rapidly scale, we're looking for a dynamic, results-oriented Operations Analyst to help execute and help to build out our operational structure at Sylvan Health.  

Position Overview 

Reporting directly to the SVP Operations, the Customer Success Director will play an integral role in streamlining the delivery engine of Sylvan Health. This person will strategically drive customer success and retention for all partners, and work cross-functionally to fully own customer outcomes for Sylvan clients. They will work with our operations team and leverage data for partner insights, and work to successfully launch all strategic partnerships. The person will build upon existing foundations while also building out needs for the benefit of the business and the team. This role will be the first dedicated leader of Customer Success and will be pivotal in architecting the systems, team, and workflows necessary for retention and growth across our partners.  

The ideal candidate has a strong healthcare operations background, ideally in startups, and is excited to build a high-impact function from the ground up. They bring analytical rigor, a hands-on approach to execution, and the execution communication skills to

Key Responsibilities 

Customer Experience & Relationship Management:  

• Act as primary point of contact for enterprise clients, ensuring high satisfaction and measurable outcomes 

• Drive partner onboarding, training, and full lifecycle management from kickoff through renewal and expansion  

• Maintain deep understanding of client goals and proactively surface insights and solutions 

Operational Execution & Program Management:  

• Successfully launch new partnerships and support expansion into new markets through a structured and scalable rollout 

• Manage a portfolio of clients, balancing day-to-day execution with long-term value realization  

• Develop and iterate on operational playbooks for customer success processes in collaboration with the SVP Of Operations 

• Forecast customer health and churn in accordance with Sylvan best practices, utilizing data to measure program effectiveness and identify strategic opportunities for improvement 

Strategy, Growth & Cross-Functional Leadership 

• Use data to assess customer health, identify churn risks, and implement retention strategies 

• Collaborate closely with additional departments to align customer needs with company strategy  

• Generate and qualify leads for upsell/cross-sell opportunities and support renewal cycles 

Skills and Abilities:  

• Customer-obsessed operator who thrives in ambiguity, can drive execution independently, and brings gravitas to influence senior stakeholders 

• Healthcare systems and payor knowledge, including but not limited to: implementation within health systems, industry knowledge, program and project management, medical practice terminology 

• Strong verbal/written skills and business acumen, with an impactful ability to articulate and communicate strategies and plans 

• Ownership-first mentality, leaning into challenging goals with an excitement that motivates the team 

• Excellent partnership and influencing skills. Demonstrated success working cross-functionally with other departments and clients to achieve goals and work through ambiguity 

• Technical Aptitude to navigate multiple technical systems to deliver quality and timely output   

• Demonstrate an ability to listen and communicate with others in a professional and caring manner including sensitivity with individuals 

• Maintains strict confidentiality; following HIPPA regulations 

Requirements:  

• 7+ years experience in Client Success and project management, 

• Background in healthcare, preferably with previous experience in a start-up environment  

• Experience working within an ambulatory healthcare environment is a plus 

• Legally authorized to work in the U.S