Director of Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Increase the volume of qualified referrals through established hospital, cardiology group, and health plan partnerships on a national scale, focusing on the Northeast and Mid-Atlantic regions.

• Achieve over 100% Net Revenue Retention by driving renewals through upselling, site expansions, and maintaining consistent engagement with partners.

• Activate new provider groups under current payer agreements.

• Initiate payer partnerships in targeted regions to enhance the company's overall impact.

• Act as a cross-functional intelligence hub, providing field insights to payer contracting, marketing, and operations to facilitate payer enrollments, activate new business lines, and improve patient conversion.

• Proactively identify and pursue a specific number of new sales opportunities each quarter in close collaboration with the new sales team.

• Develop and implement a standardized playbook for onboarding and launching new partners, laying the foundation for a scalable customer success function, with the future goal of building and leading a team as business volume increases.

• Maintain a regular cadence of Quarterly Business Reviews (QBR) with all key partners, converting operational and clinical outcomes into persuasive value narratives.

• Transform high-performing partners into active referral advocates and participants in case studies.

⛳️ Requirements

• 7 to 10 years of experience in customer success, account management, or provider/payer relations within digital health, cardiovascular care, or chronic disease management.

• Proven track record of expanding a book of business of at least $2M via referrals, renewals, and account growth.

• Familiarity with navigating hospital systems, cardiology groups, and the dynamics between payers and providers.

• Ability to effectively translate clinical outcomes data into business value for stakeholders who are not clinically trained.

• A well-established network in the Northeast and Mid-Atlantic healthcare markets is strongly preferred.

• A background in clinical or allied health fields (e.g., RN, Exercise Physiologist, PA) is a significant plus.

• Willingness to travel approximately 50% of the time, including frequent in-person visits to partner locations.

• A Bachelor's degree is required; a Master's in Health Administration (MHA), Master of Business Administration (MBA), or a clinical graduate degree is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance — fully or 90% employer-paid.

• Unlimited Paid Time Off (PTO).

• Reimbursement for all business travel expenses.

• Home office stipend.

• Stock options available at the Director level, vesting over 4 years with a 1-year cliff.