Director of Client Success - Remote

Overview

The Director of Client Success is responsible for driving client satisfaction, retention, and growth while leading a high-performing Client Success Manager team.

In Short

• Oversee a significant client portfolio ensuring exceptional service delivery.
• Monitor KPIs such as Customer Satisfaction (CSAT) and develop action plans.
• Manage a team of 3-5 Client Success Managers, providing mentorship and performance management.
• Own and drive internal strategic initiatives for team efficiency and effectiveness.
• Serve as a critical escalation point for complex client issues.
• Build strong relationships with key stakeholders for enhanced collaboration.
• Advocate for client success priorities in leadership forums.
• Track and report on initiative progress and outcomes.
• Champion a data-driven approach to enhance client experience.
• Recruit, onboard, and train new CSMs as the team expands.

Requirements

• Proven experience in client success and managing client relationships.
• Strong leadership and people management skills.
• Strategic thinker with the ability to prioritize in a fast-paced environment.
• Exceptional communication and relationship-building skills.
• Data-driven mindset comfortable with KPI analysis.
• Familiarity with health tech SaaS.

Benefits

• 100% of health, dental, and vision insurance premiums covered for employees.
• Unlimited PTO policy with a mandatory minimum of two weeks off.
• No meeting Thursdays for focused work time.