Director, Strategic Accounts and Customer Success

The Director, Strategic Accounts & Customer Success leads strategic accounts and the end-to-end customer experience, with direct responsibility for Customer Success and Customer Care. The immediate priority is to strengthen relationships across our most strategic customer while improving service reliability (fulfillment, claims cycle time, first-contact resolution, and repeat-issue prevention) through clear communication, operating rhythms, standard work, and better use of data and automation. This role will translate customer needs into cross-functional action with Quality, Supply Chain, and R&D to protect retention, expand adoption, and drive growth.