Senior Director, Customer Success - ExamOne

Job Description

The Senior Director of Customer Success is charged with defining and executing the vision, strategy, and operational excellence of the ExamOne Customer Success function.The Senior Director will lead a team of over 300 call center and customer success employees located across the U.S and Canada and will engage, develop and lead an experienced leadership team to deliver exceptional customer experiences that drive revenue growth, maximize operating margin, and foster strong customer relationships.  

This strategic leadership assignment partners with key internal stakeholders to design and deploy cost competitive strategies that will allow us to bring our brand to life for our customers, while ensuring that our service and quality remain paramount.The Senior Director will interface with strategic customers, the commercial organization, operations, finance, HR, marketing regulatory/quality, affiliates, and other leadership teams to ensure that we are meeting the needs of all stakeholders.   This role drives revenue, operating margin, and growth by ensuring the highest standards of quality, customer service, and operational efficiency.

The ideal candidate is a visionary and results-driven leader who is deeply committed to Quest Diagnostics' core values, the "Quest Way," and the "5 C's": Customer First, Care, Collaboration, Continuous Improvement, and Curiosity. This leader will leverage data, technology, and AI to innovate and create new revenue streams while holding leaders accountable to achieve all goals and metrics under the Perform@Quest philosophy.  

This position will ideally be based in Lenexa, KS (hybrid), but we will also consider well-qualified candidates who prefer to work remotely, or are near-site to another major Quest location.

Responsibilities:

Strategic Leadership & Vision

• Develop and articulate a compelling vision and strategic roadmap for the entire Customer Success organization across the United States and Canada.

• Partner with IT, Product and Commercial to drive innovation by identifying new technologies and AI applications to optimize customer engagement, enhance operational efficiency, and develop new revenue-generating services.

• Create and execute strategic business plans that align customer success objectives with Quest Diagnostics' overall corporate strategy and financial goals.

• Partner with Commercial to deepen existing customer relationships and leveraging customer insights.

• P&L Management & Growth

• Own the Customer Success revenue and operating margin targets

• Define, monitor, and report on key operational metrics, revenue, and OM.

People Leadership & Talent Development

• Lead, mentor, and scale a high-performing team of over 300 Customer Success professionals and leaders.

• Cultivate a culture of accountability, engagement, and high performance aligned with the Perform@Quest philosophy.

• Develop and implement a robust talent development and succession planning strategy for all levels of leadership within the Customer Success function.

Operational Excellence & Technology

• Champion the Quest Way and the "5 C's" by embedding the principles of Customer First, Care, Collaboration, Continuous Improvement, and Curiosity into all team practices and processes.

• Implement and optimize customer success platforms and tools, leveraging technology and AI to enhance scalability, predict customer needs, and personalize engagement.

• Establish scalable systems, processes, and playbooks to ensure consistent and repeatable customer success delivery across all segments.

• Hold leaders and teams accountable for achieving goals and metrics by instituting a rigorous performance management framework.

Cross-Functional Collaboration

• Serve as a key leader sponsor for key customer accounts, building and maintaining strong relationships with strategic stakeholders.
• Collaborate with strategic stakeholders across Finance, Sales, Product, Marketing, and Operations to ensure a seamless and unified customer journey.

Qualifications:

• A bachelor’s degree in business or a related field is required. An MBA or other advanced degree is preferred.

• 10 to 15 years of progressive leadership experience in Customer Success, Account Management, or a related customer-facing role, with at least 7-10 years in a senior leadership position. Must be comfortable leading in both in-person and remote environments. 

• Demonstrated experience leading large, distributed teams of 300+ employees and managing other leaders in a high-growth environment.

• A proven track record of managing P&L, achieving aggressive revenue and operating margin goals.

• Deep expertise in customer success frameworks, lifecycle management, and scalable engagement models.

• Exceptional executive communication, negotiation, and change management skills.

• Experience implementing new technologies, including AI, to drive operational efficiency and innovate customer solutions is strongly desired.

• Strong continuous improvement expertise is preferred.

• The ability to travel up to 25% is required.

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Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.