Director of Customer Success - Acute & Payer - Remote

Overview

The Director of Customer Success will oversee client success and growth for Acute & Payer clients across the US and Canada, managing a remote team of Customer Success Managers.

In Short

• Responsible for client success and value realization for Acute & Payer clients.
• Lead and manage a remote team of Customer Success Managers.
• Drive customer value, retention, and satisfaction.
• Act as a strategic partner and advisor to clients.
• Manage customer churn and develop mitigation strategies.
• Collaborate with internal stakeholders to achieve goals.
• Recruit, coach, and develop the Customer Success team.
• Prepare performance reports and identify improvement opportunities.
• Understand healthcare industry trends and client needs.
• Foster strategic relationships within the market.

Requirements

• Proven experience in leading SaaS customer success teams.
• Understanding of the healthcare industry, particularly acute care.
• Experience in health tech preferred.
• Strong accountability over metrics and P&L.
• Experience with net revenue retention strategies.
• Ability to translate product solutions into client value.
• Strong collaboration skills with various business units.
• Excellent judgment in escalation situations.
• Strategic thinking and quick adaptability to market dynamics.
• Proven people management skills.

Benefits

• Opportunity to lead a remote team.
• Engage with strategic clients in the healthcare sector.
• Professional development and mentorship opportunities.
• Collaboration with cross-functional teams.
• Impact on customer satisfaction and business growth.