Associate Director, Client Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and implement strategic account plans that drive revenue growth, enhance client adoption, improve retention, and facilitate market expansion.

• Take ownership of renewals, upselling, and expansion opportunities for designated high-value accounts.

• Identify new use cases, departments, service lines, and opportunities for expansion within existing accounts.

• Act as the primary point of contact for executive stakeholders, including C-suite executives, clinical leaders, procurement officials, and operational managers.

• Cultivate trusted relationships to position Hello Heart as an essential partner in client success.

• Lead business reviews with senior stakeholders focusing on performance, outcomes, priorities, and long-term strategies.

• Manage intricate renewal cycles, multi-stakeholder procurement processes, and pathways for decision-making in the public sector.

• Collaborate with Product, Clinical, Marketing, and Operations teams to ensure exceptional client experiences and outcomes.

• Provide market feedback and customer insights to guide product development, client success strategies, and go-to-market initiatives.

• Monitor account performance against key metrics and identify retention risks, opportunities, and strategies for mitigation.

• Travel up to 40% to engage clients, build executive relationships, and drive strategic account growth.

⛳️ Requirements

• Proven proficiency in utilizing AI tools and agents to execute workflows, analyze data, enhance productivity, and independently assess and refine outputs.

• A minimum of 7 years of experience in enterprise sales, strategic account management, client success, or management consulting.

• Demonstrated experience managing complex, high-value health care accounts, ideally within public sector or other regulated contexts.

• Strong track record of engaging, advising, and influencing C-level stakeholders in the health care sector.

• In-depth knowledge of health systems, payers, public sector health care ecosystems, procurement processes, and renewal cycles.

• Excellent strategic thinking, account planning, revenue management, and business review skills.

• Exceptional communication, negotiation, executive presence, and stakeholder management abilities.

• Experience collaborating across functions in fast-paced, matrixed organizations.

• Bachelor's degree is required.

• A Master's in Business Administration, Master of Public Health, or an equivalent advanced degree is preferred.

🏝️ Benefits

• Positive, diverse, and supportive workplace culture.

• Collaborative, creative, and courageous work environment.