Director of Customer Success
Posted on January 22, 2026 (about 3 hours ago)
Director of Customer Success
Tucuvi is the global leader in clinical Conversational AI in healthcare.
Our mission is to enable efficient and effective care for all, starting with AI-led phone consultations that augment care teams' capacity. Our safe and medical-grade AI autonomously conducts low-risk clinical calls, inbound and outbound, streamlining caseload, augmenting patient reach, and improving patient outcomes.
In Europe, our product, an AI Care management platform powered by an AI Clinical Agent named LOLA, is CE-marked as a SaMD (Software as a Medical Device).
Our enterprise-grade technology is implemented in 50+ care settings, improving tens of thousands of patients' lives across more than 40 care pathways. We partner with leading healthcare systems to transform patient care and augment healthcare professionals’ capacities.
CONTEXT
We’re growing fast, expanding the number of healthcare organizations we partner with and the use cases we support. Our Customer Success team plays a central role in ensuring these partnerships are impactful, sustainable, and scalable.
We already have an incredible CS team leading product adoption, defining success metrics, and driving customer satisfaction and growth. Now, we’re looking for a Director of Customer Success to lead this team and take ownership of the strategies, processes, and initiatives that ensure our customers thrive.
WHAT YOU’LL DO
As Director of Customer Success, you’ll lead our Customer Success team, reporting directly to the CEO and being part of the leadership team of Tucuvi.
You’ll be responsible for the key metrics that define success: customer retention, engagement, NPS, and revenue expansion. You’ll also grow the team, coach and support its members, and build the infrastructure for scalable, high-impact customer success operations.
What to expect during your first months with us
During your first month:
- Get familiar with our internal processes, tools, clients, and team.
- Deeply engage with your team to understand current workflows, challenges, and opportunities.
- Begin developing relationships with key accounts.
By the end of month three:
- Evaluate and optimize customer success workflows and communications.
- Stay hands-on with clients and collaborate closely with Sales, Product, and Marketing.
- Review and act on client data to improve engagement, satisfaction, and expansion opportunities.
- Define clear ownership and targets for CS key metrics (retention, NRR, NPS).
From month 3 onwards:
- Review, define and execute a long-term strategy for Customer Success, partnering with Product, Sales and Marketing, and aligning with company growth goals and customer needs.
- Drive improvements in retention and NRR by implementing scalable playbooks and data-driven interventions, incorporating proactive risk management and expansion strategies.
- Support the hiring and onboarding of new CS team members, while mentoring existing team leads.
- Build executive-level relationships within key customer accounts, positioning Tucuvi as a strategic partner.
RESPONSIBILITIES
- Own Customer Success team processes and customer journey, ensuring seamless onboarding, adoption, and ongoing success.
- Own customer outcomes, engagement, satisfaction, and expansion.
- Establish scalable systems, tools, and playbooks to support a consistent and repeatable customer success process.
- Act as a strategic partner to provider organizations, integrating Tucuvi’s solutions into clinical workflows and operational systems.
- Serve as a key voice of the customer, driving cross-functional collaboration and informing product and service strategies.
- Represent Customer Success as a member of the broader leadership team, contributing to overall company direction.
- Close collaboration with Sales, Product and Marketing teams for client renewal and growth strategies.
- Support the sales team on high-value RFPs and finalist discussions.
- Build and maintain strong relationships with key decision-makers at client organizations.
WITH WHOM YOU WILL WORK
You’ll work closely with Maria (founder and CEO) and with our Customer Success team (Mireia, Kikí, Jaume and Minerva) as CSMs and Claudia as Clinical Enablement Manager, plus new team members joining soon.
REQUIREMENTS
This role is ideal for someone who thrives in high-growth environments, is energized by impact and ownership, and is excited to help shape the future of AI in healthcare, playing a key role in how our customers adopt, use, and expand with Tucuvi.
- >8 years in customer success, implementation, or account management in healthcare.
- Proven experience building, leading, and scaling high-performing CS teams.
- Strong strategic and operational mindset, with the ability to operate hands-on.
- Primary ownership in strategic account relationships for a sustained time period.
- Demonstrated success driving retention, expansion, and revenue growth.
- A data mind: an understanding of the key metrics to monitor and how to effect improvement in them.
- Fluent communication in both Spanish and English.
- Based in Spain. The position is 100% remote, with willingness to travel (20–40%).
WHAT WE OFFER
- Fix and variable salary. Flexible benefits through Cobee (meal tickets, transport, nursery, etc.).
- Remote work in an async environment.
- Flexible working hours.
- Teambuildings three times per year.
- 23 days per year + your birthday + 6 local and regional holidays.
- Budget for training and personal development.
- A laptop (Mac or Linux) and needed equipment (screen, etc.).
- Opportunity to join a team where you can create real impact on people's lives.
How to apply
Apply now at: https://tucuvipeople.factorialhr.com/apply/director-of-customer-success-277779
Contact
If you want to know more or you are interested but don’t meet all requirements, get in touch with: