Director of Customer Success

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

📋 Description

• Develop and nurture relationships with clinicians, including C-level executives and decision-makers, following the signing of agreements.

• Collaborate effectively with clients and various external and internal stakeholders to ensure successful implementation and showcase product value.

• Act as the client's voice and primary internal advocate for their needs.

• Oversee client communications and account management activities.

• Organize, conduct, and lead both in-person and virtual meetings with users, clients, and decision-makers to enhance engagement and identify product opportunities.

• Monitor and manage client accounts with specific KPIs in the CRM system, alongside metrics such as usage, engagement, upsell, retention, and overall client health.

• Engage in product development cycles, roadmap planning, and execution processes.

• Lead a Customer Success team and drive strategic outcomes within team accounts.

• Develop a comprehensive strategy to gain customer acceptance throughout the organization.

• Work closely with Product, Implementation and Support, and Medical teams.

⛳️ Requirements

• A minimum of 5 years of proven experience managing mid to large-sized health system accounts for Digital health companies (across at least two different organizations) with users, C-level executives, and/or decision-makers, OR 5+ years of successful management experience in mid to large-sized health systems involved in value-based care arrangements.

• At least 3 years of experience in managerial roles.

• Proficiency with EPIC EMR is essential.

• Expertise in project management, including the ability to navigate complex, multi-stakeholder, and multi-team execution within health system organizations.

• Proven experience in managing customer renewal processes with a strong track record of high retention rates.

• Experience in implementing population health solutions in health systems, including change management, stakeholder management, and the ability to navigate highly political and challenging organizational structures.

• Exceptional relationship management and expectation-setting capabilities.

• Capacity to work independently as well as collaboratively in a fast-paced environment.

• Strong communication and storytelling abilities.

• This position requires up to 50% travel based on business needs.

• Experience in sales is a plus.

• Background in both health systems and digital health companies is an advantage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work environment.