Director, Client Success

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

📋 Description

• Lead the strategy, execution, management, and guidance to enhance growth and increase the adoption of HST Pathways’ healthcare software.

• Drive renewals and create strategic insights that elevate product value.

• Advocate for AI and operational efficiencies throughout the client lifecycle.

• Define and manage the Client Success AI strategy and roadmap encompassing onboarding, adoption, health monitoring, renewals, expansion, and support.

• Assess, pilot, and implement AI-powered tools and workflows.

• Develop predictive health scoring, early warning signals for churn risk, and indicators for expansion across Gainsight, Salesforce, and other client data sources.

• Enhance workflows, hand-offs, coverage models, and team capacity.

• Establish repeatable experimentation processes and evaluate outcomes.

• Train and mentor the team on AI tools, best practices, guidelines, and playbooks.

• Collaborate with Product, Technology, Security, and Compliance on responsible AI usage and healthcare data privacy.

• Measure and report the ROI of AI and optimization initiatives to the Executive Leadership Team.

• Ensure operational excellence and profitability for the entire customer base, including the Top 18 Corporate clients and Small and Mid-Market accounts.

• Manage Corporate Client Managers, a Manager of Client Success, and Client Success Managers.

• Act as an escalation point for surgery center and partner requirements.

• Lead corporate client strategies, meeting schedules, process improvements, and alignment with Growth, Product, and Client Services.

• Track and drive OKRs and KPIs, including CSQLs, NPS, NRR, GRR, product expansion, adoption, retention, renewals, and team efficiency.

• Represent the voice of the customer to internal stakeholders.

• Report on retention, expansion, and business operations initiatives to the Executive Leadership Team and Board of Directors.

• Facilitate internal meetings to promote escalation and process enhancements.

• Drive adoption, expansion, 90%+ retention, and advocacy among small and mid-market clients.

• Oversee Gainsight and the broader Client Success technology ecosystem.

• Mentor team members, conduct one-on-one meetings and performance evaluations, manage PIPs and personnel issues, and approve PTO and leave requests.

• Advocate for company-wide initiatives and cultivate a cohesive team culture.

⛳️ Requirements

• A Bachelor’s degree is required.

• Management experience is essential, particularly in leading managers and multi-team organizations.

• Prior experience in data and financial analysis, as well as client account management, is required.

• Hands-on experience applying AI, automation, or advanced analytics to enhance customer success, support, or operational results, with a proven record of transitioning pilots to scaled, measurable outcomes.

• Familiarity with contemporary AI tools and concepts, including large language models, AI assistants, and workflow automation, is necessary.

• Sound judgment regarding responsible AI usage, data privacy, and security is essential.

• Proven experience in process optimization and change management.

• Sales and business development experience is required.

• Ability to communicate, present, and influence at all organizational levels, including Executive and C-level.

• Expertise in managing client relationships for complex products, including customer success, onboarding, and account management experience, preferably in a technology firm.

• Technical proficiency and the ability to comprehend customer needs and articulate how HST addresses customer challenges.

• Experience in cross-functional communication and managing relationships with internal technical and commercial stakeholders.

• Experience leading or collaborating with adjacent client-facing functions such as onboarding, training and education, support, or professional services is preferred.

• Comfortable navigating ambiguity and organizational change, with a demonstrated capacity to take on expanded responsibilities as the business evolves.

• Basic knowledge of the surgery center and healthcare industry is preferred.

• General familiarity with cloud-based applications and technologies is a plus.

🏝️ Benefits

• Remote work environment.

• Health benefits covered for employees.

• Flexible Paid Time Off Policy.

• 11 company holidays each year.

• Paid parental leave.

• 401K with matching contributions.

• Learning and development allowance.

• A diverse, inclusive, and enjoyable team.