Director, Customer Success

The Director, Customer Success is a strategic leader responsible for driving customer retention, growth, and satisfaction by overseeing a team of Customer Relationship Executives (CREs) and managing the company's most strategic customers. Responsible for developing processes and best practices for maintaining customer relationships, ensuring customers receive ROI and satisfaction from our solutions, and collaborating cross-functionally to mitigate customer challenges and concerns. Includes customer-facing responsibilities and close work with Sales to develop plans for customer success and expansion to achieve growth goals.

• Recruit, manage, and develop a team of highly skilled CREs to support business growth and manage strategic customer relationships
• Develop and implement processes, best practices, and success metrics to ensure world-class relationship management
• Collaborate cross-functionally to mitigate customer challenges and concerns, ensuring effective resolution and customer satisfaction
• Analyze customer data to develop a deep understanding of churn drivers and devise strategies to increase retention and growth
• Partner with Sales to develop and execute plans for customer success, expansion, and upsell opportunities, while proactively communicating potential renewal risks
• Create and maintain materials, such as presentations, best practices, and onboarding plans, to improve organizational structure and effectiveness
• Enhance the efficiency and effectiveness of processes and systems to support scalable customer success operations
• Maintain a customer-oriented mindset and foster strong relationships with strategic customers through regular communication and occasional travel for in-person meetings

• Bachelor's degree in Business, Healthcare, or related field
• Seven to ten years of healthcare IT experience, with at least five years of experience managing and building teams
• Proven track record of leading customer success teams and driving customer retention and growth in a SaaS or healthcare technology environment
• Exceptional communication, presentation, and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong problem-solving and analytical skills, with the ability to leverage data to drive insights and action
• Ability to travel up to 25% of the time for customer visits, conferences, and other work-related events

Desired Skills and Qualifications:

• Master's degree in Business, Healthcare Administration, or related field
• Experience with account management or sales in a healthcare technology setting
• Familiarity with agile methodologies and lean principles for process improvement
• Certification in Customer Success Management (CSM) or a related discipline
• Thought leadership and active participation in customer success professional communities and events

Every organization has a culture, whether they mean to or not, so why not be intentional about it?

Together, if we shape our intentions, actions, and interactions around a common, purposeful culture, we are able to quickly achieve more, attract others who help realize our goals, and thrive in our professional relationships.