Director, Customer Success

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

📋 Description

• Take charge of the ongoing operations and success of customer accounts after implementation.

• Foster account growth, enhance product usage, ensure customer satisfaction, and promote long-term retention.

• Act as a player-coach for key customer accounts.

• Document, develop, and expand the structure of the Customer Success Manager team.

• Guide Customer Success Managers and cultivate a high-performing team.

• Discover opportunities for customer expansion and maximize the value derived from Tom’s AI-powered healthcare solutions.

• Oversee onboarding, utilization, and satisfaction for initial clients.

• Transition from direct account management to leading the customer success function.

• Collaborate with Product to establish success metrics, reporting frameworks, and data visualizations.

• Partner with the VBC Product Manager to synchronize customer success objectives with value-based care initiatives.

• Promote the adoption of Customer Success best practices.

• Collaborate with Enablement and Technical Implementation teams on customer activation and product training.

• Monitor, report, and follow up on the adoption, value, utilization, and engagement of Tom’s services.

• Assess customer health and leverage metrics and feedback to pinpoint risks and growth prospects.

• Ensure the team possesses the necessary tools, resources, support, knowledge, and training for success.

• Keep customers updated and engaged with new products, updates, and services.

⛳️ Requirements

• Over 12 years of relevant experience in Customer Success, Account Management, or a related domain.

• At least 5 years in a leadership or team-building capacity within the healthcare technology sector.

• Demonstrated experience in managing P&L ownership and spearheading customer success initiatives at scale.

• Background in start-ups and SaaS or AI-driven solutions within the healthcare or similar industries.

• Strong player-coach mentality.

• Outstanding leadership, coaching, and mentorship capabilities.

• Profound understanding of customer success principles with a proven record of enhancing retention, engagement, and expansion.

• Proven experience managing complex customer accounts throughout the entire customer lifecycle.

• Solid grasp of AI-driven healthcare platforms, SaaS products, and the healthcare technology ecosystem.

• Capability to become an expert on Tom and comparable services.

• Strong collaboration abilities with Product, Enablement, and Technical Implementation teams.

• Excellent communication and presentation skills.

• Proficiency in utilizing data-driven insights to monitor customer success metrics, adoption, and product usage.

• Familiarity with CRM and success management tools such as Salesforce, Gainsight, or HubSpot.

• Ability to generate reports and dashboards.

• Must be authorized to work in the United States.

• Advanced degree in Business, Clinical, Healthcare Management, or a related field (preferred).

• Experience in healthcare technology, especially AI/ML-driven solutions (preferred).

• Understanding of Value-Based Care and healthcare operations (preferred).

• PMP or similar project management certification (preferred).

🏝️ Benefits

• Medical, Vision, and Dental Plans.

• Tax-Advantage Savings Accounts (FSA & HSA).

• Life Insurance and Disability Insurance.

• Paid Time Off (PTO, Sick Time, Paid Leave, Volunteer & Wellness Days).

• Employee Assistance Program.

• 401k with company match.

• Employee Resource Groups.

• Employee Discount Program.

• Learning and Development Opportunities.

• Performance-based incentive and/or equity may be available depending on the position.

• Reasonable accommodations for individuals with disabilities.