The Director of Customer Success reports to the Chief Customer Officer and will lead a team of Customer Success managers focused on maintaining and growing customer accounts by adding additional products and expanding the use of our products across the whole customer enterprise. You will work closely with the customer success managers to deepen relationships and increase utilization across our customer base, including health plans, healthcare providers and third-party partners. The Director of Customer Success will be focused on revenue growth (upsells and renewals), retention and customer happiness. The Director of Customer Success will be responsible for the recruitment, development and performance of a customer success manager team. The team will be focused on understanding our customer’s goals, strategizing with these customers on how to achieve their goals, and ensuring a smooth delivery of committed solutions and services to maximize the ultimate value clients receive.

What You’ll Do:

• Drive retention and growth of all customers by gaining access across all levels of the organization, utilizing a consultative/solution selling approach to identify business needs, develop custom solutions and measure outcomes
• Develop and maintain executive relationships across the customer base
• Track and report metrics related to customer experience including renewal, expansion, turnover and overall customer health
• Manage customer success activities related to onboarding, training, customer success management, renewals, cross-sell/up-sell and advocacy
• Maintain a cadence of communicating with customers reviewing their data
• Represent the voice of the customer to inform our sales process and product roadmap
• Optimize the customer lifecycle, identify opportunities for continuous improvement and learn from best practices within the industry
• Manage and coach the team to drive the upsell process including customer communications, presentations, RFP submissions, client negotiations and signing the deal
• Collaborate with internal teams and leadership to ensure customer growth goals are consistently achieved

What You’ll Bring:

• 7-10 years of strategic business development/direct sales experience in Health/Tech
• Minimum of 5 years of team management experience
• Demonstrated experience selling to VP and C-level health plan leaders
• Healthcare industry domain expertise, including robust knowledge of at least one of the following: value-based care, electronic medical records, quality programs, health information management, and/or insurance markets (Commercial, Medicare and/or Medicaid)
• Competitive, goal oriented with the ability to think strategically and operate within a fast-pace growing business
• Enthusiastic and creative leader with the ability to inspire others
• Strategic, consultative thinker able to focus on innovative, measurable solutions
• Experience establishing, tracking and reporting customer metrics across the organization
• Superior communication skills with small and large audiences
• Competitive, goal oriented with the ability to think strategically and operate in a scaling business
• Understanding of the current national, regional and local emerging market trends, the regulatory environment, and the impact to the Healthcare industry, and to prospects and customers
• Persuasive communication style with an ability to communicate clearly and effectively via phone, internet, and in person
• Ability and willingness to travel up to 50%

Education:

• Bachelor’s degree in related field of study, required

Estimated Pay Range: 160,000 to 185,000. Compensation package will be based upon experience level and specificity - industry, tenure,  customer size/value, etc.

What We Offer:

• Unlimited PTO
• Medical, Dental, Vison
• Company paid life insurance
• Flex-scheduling
• $500 yearly investment into you
• Plus so much more

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