Director of Customer Success, US

About Teton

Teton.ai is building the foundational data layer for the point of care using real time, multimodal AI to generate a digital twin of the resident and care environment. Our proprietary computer vision system enables staff to automate documentation, proactively manage resident acuity, and streamline workflows across entire communities. From assisted living settings to hospital wards, our platform delivers unprecedented access to real time data insights, empowering providers with actionable intelligence to enhance decision making and elevate care delivery.

The Role

The Director of Customer Success, US is responsible for owning retention, delivery quality, and customer outcomes across Teton’s US customer base.

This role is a senior leadership position focused on building scalable systems, developing a high performing CS team, and ensuring consistent execution of the customer journey from contract signature through long term adoption.

You will report directly to the VP of Customer Growth and serve as the primary owner of Customer Success performance in the US.

Key Responsibilities

• Own customer retention and overall health across all US accounts

• Own 1-2 high priority accounts in the first 6 months

• Lead and manage the US Customer Success team, including hiring, onboarding, performance management, and career development

• Own go live readiness and implementation quality for all US customers

• Establish and run the operating cadence for US Customer Success, including metrics, reviews, and escalation paths

• Act as the executive escalation point for customer issues and cross functional blockers

• Partner closely with Account Management to support expansion readiness and customer outcomes

• Drive consistency and quality across pilots, implementations, onboarding, and ongoing adoption

• Build and maintain Customer Success playbooks, processes, and tooling in partnership with Customer Growth leadership

• Collaborate with Product, Engineering, and Deployment to surface customer insights and improve delivery at scale

• Provide clear visibility into customer performance, risks, and trends through reporting and metrics

• Travel as needed to customer sites to support key accounts and critical moments in the customer lifecycle

Qualifications

• 7 plus years experience in Customer Success, Implementation, or Customer Operations within SaaS or healthcare technology

• Prior experience leading and scaling Customer Success teams

• Strong systems thinker with experience building repeatable processes

• Comfortable operating in a fast growth, ambiguous environment

• Strong executive presence and ability to manage complex stakeholder relationships

• Experience working with healthcare, senior living, or regulated environments preferred

• Willingness to travel regularly

• Valid driver’s license

What We Offer

• Competitive compensation with stock options

• Opportunity to help shape the structure and future of Teton’s customer success organization

• A mission driven environment where your work directly impacts how care is delivered and measured globally

• 401(k) plan, paid time off, health insurance.