Director of Customer Success, US

About the role

Location: Primarily remote, anywhere in the US. Regular travel to client communities and team gatherings.

Comp: 160-190K Base + Participation in our warrant program

The Role

As Teton's Director of Customer Success, US, you'll make sure every senior living community we serve gets real results from Teton: fewer falls, faster response, care levels and care revenue that match residents' needs, and care teams that trust and use Teton every day. Our customers don't buy features; they buy outcomes. You'll lead the team that takes ownership of making them happen.

This is a hands-on, high-ownership leadership role. You'll be in the work with your team and our customers, while helping set the strategy for how US Customer Success delivers outcomes at scale as we grow. You'll lead and grow our team of US Customer Success Managers, partner closely with Account Management, Clinical, Deployment and Product, and be a peer to our UK & EU Customer Success Director.

The role reports to the VP of Customer Experience.

Customer outcomes across the US portfolio

• Make outcomes the measure of success at every community: fewer falls, faster response, timely care assessments, and care revenue that reflects the care delivered.
• Make sure every operator can see the value of Teton in their own data.
• Step in personally where communities aren't getting results.

A high-performing CSM team

• Hire, develop and retain CSMs who know the product deeply, lead with insight, and own their communities' results.
• Set a clear, high standard for how we engage customers, and hold the team to it.
• Scale the team as we grow, with small, customer-aligned pods led by player-coaches who still carry customers.
• Roll out and evolve CS career paths, so every CSM knows how to grow.

Customer health and retention

• Own customer health across the US portfolio: catch risk early and act on it.
• Partner with Account Management, who own renewals and expansion, so every renewal is backed by proven outcomes.

Change management with care teams

• Help operators build Teton into how their teams work, from daily routines to care planning, so adoption lasts.

Cross-functional partnership

• Partner with the Clinical Solutions Lead on clinical credibility with nursing leaders and clinical playbooks.
• Partner with Deployment on clean handoffs from go-live to steady state.
• Bring a clear, consolidated voice of the customer to Product.

How Success Is Measured

Targets are set with your manager and reviewed quarterly.

• Customer outcomes: measurable results at every community.
• Customer health: a healthy, engaged portfolio.
• Retention: strong customer retention, in partnership with Account Management.
• Customer experience: customers who find Teton easy to work with, trust us as a partner, and see us as essential to how they deliver care.
• Team: a high-performing, engaged team.

What We're Looking for

Required

• Proven Customer Success leadership, including building and leading CSM teams.
• Experience leading Customer Success for complex, multi-site customers in a high-growth B2B company.
• A track record of measurable customer outcomes and retention, not just activity.
• Strong data fluency: you use health, usage and outcome data to run the business and coach your team.
• Executive presence with operator leadership, and the credibility to lead hard conversations.
• Experience in a startup or scale-up: you've built and led through ambiguity, changing priorities and rapid growth, and you thrive in it.

Preferred

• Healthcare technology experience, ideally in senior living, post-acute or long-term care.
• Experience leading clinical or operational change in care settings.
• Familiarity with HubSpot, Notion, and modern collaboration tools.

Mindset

• Outcome-driven: you measure success by what changes for residents, staff and operators, not by what the team produced.
• Radical ownership: when an outcome doesn't happen, your first question is what we could have done differently.
• Hands-on and strategic: you set direction and roll up your sleeves.
• Builder's mindset: you create structure where there isn't any, move fast, and adjust as you learn, without waiting for a perfect playbook.
• Sharp, professional and results-driven.
• High standards, delivered with care: you hold people accountable and help them grow.
• Curious about AI, computer vision, and how new technology lands on the floor.

Location

Primarly remote, anywhere in the US. Regular travel to client communities and team gatherings.

What We Offer

• Competitive salary and participation in our warrant program.
• Work with state-of-the-art technology in a pioneering field.
• A vibrant, learning-focused work environment.
• 401(k) plan, paid time off, and health insurance.

What It's Like Working at Teton

• We're a growing team of extremely hard-working and talented people.
• The learning curves are steep, and expanding your skill set is not just encouraged, it's expected.
• It's a hands-on environment where you'll be challenged, supported, and constantly learning.

• We are looking for people who believe in our long-term vision and value ownership and entrepreneurship rather than just another 9-5 job.
• With us you will have an opportunity to make an impact on the world with the outcomes of your work.
• So, if you are looking for a ride and not just a job, jump on board.

How Success Is Measured

• Team: a high-performing, engaged team.

Preferred

Mindset

• Sharp, professional and results-driven.