Director – Customer Care

1upHealth is seeking a Director of Customer Care to lead our Customer Success and Support functions. This leader will own the full customer care lifecycle—driving retention, adoption, and satisfaction across our payer, provider and digital health customer base. You will oversee frontline support operations, scale customer success programs, and serve as the voice of the customer across the organization.This role requires a strategic, metrics-driven operator who can balance big-picture leadership with hands-on execution in a high-growth SaaS environment. You’ll ensure our customers are successful, compliant, and deriving measurable value from our platform, while helping to shape the future of customer experience at 1upHealth.

Key Responsibilities

 Leadership & Execution

• Lead, mentor and grow the Customer Success and Support teams, fostering a high-performing, customer-first culture.
• Refine and execute the vision of Customer Care as the “front door” for 1upHealth customers, ensuring seamless collaboration across Product, Engineering, Services, and Sales. 
• Refine and execute scalable operating models for customer segmentation, proactive engagement, renewal risk management, and customer advocacy.

Customer Success

• Collaborate with commercial teams on renewal and expansion planning by providing customer insights, adoption metrics, and risk signals that shape account strategy and maximize retention.
• Ensure consistent adoption and ongoing refinement of success planning, health scoring, ROI measurement, and executive alignment frameworks.

Support customers in meeting and maintaining compliance obligations, from implementing required data standards to preparing for audits.

• Own KPIs for customer health, revenue retention, and adoption. 

Customer Support

• Oversee 24/7/365 support operations, ensuring SLA adherence, high-quality ticket resolution, and transparent incident communication.
• Partner with CloudOps and Engineering on severity-1 incident response, ensuring tight coordination and customer-first response playbooks.
• Implement tooling and processes to improve efficiency (e.g., AI-driven sentiment analysis, case routing automation, and knowledge base improvements).
• Own KPIs for SLA adherence, Time to First Response, Time to Full Resolution.

Cross-Functional Collaboration

• Partner with Product and Engineering to influence the roadmap with customer insights.
• Collaborate with Services/Implementation on smooth onboarding and ongoing data delivery.
• Work with Marketing on programs that strengthen customer engagement and education.
• Align with Compliance, Services, and Product teams to ensure customers meet regulatory requirements (e.g., CMS-0057, USCDI v3), with audit support and clear guidance on data standards.

What We’re Looking For

Must-Have Qualifications:

• Strong understanding of healthcare data, interoperability standards (FHIR, USCDI), and CMS payer/provider regulations.
• 7+ years managing Customer Success,  Customer Support, and/or Customer Operations functions.
• Background in healthcare technology B2B SaaS and/or platform products.
• Ability to translate technical concepts for both business and technical audiences.
• Data-driven operator comfortable with tools such as Planhat, Salesforce or equivalent.
• High energy, adaptable, and resilient—able to thrive in a scaling startup environment.
• Strong preference for Boston-based candidates.

Nice-to-Have Qualifications:

• Familiarity with clinical workflows and healthcare end-user personas.
• Experience applying AI/automation to customer experience at scale.