Senior Director, Customer Success

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Requirements:

• 10+ years of experience in customer success, account management, or consulting with large health systems or hospitals
• 5+ years of proven leadership experience managing high-performing teams; previous senior director or similar leadership scope is highly desirable
• Deep knowledge of hospital revenue cycle and the healthcare ecosystem, with the ability to effectively communicate ROI and strategic value to CFOs and other health system executives
• Track record of driving complex account expansions, renewals, and high customer satisfaction scores, particularly in a startup or rapidly growing environment
• Strong relationship-building skills, with an emphasis on executive-level engagement and influence
• Exceptional communication skills—capable of both high-level strategic conversations and detail-oriented problem-solving discussions
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity
• Proficiency with CRM tools (e.g., Salesforce) and familiarity with ticketing systems (e.g., Jira) or project management software for cross-functional collaboration

Responsibilities:

• Recruit, develop, and manage a growing team of Customer Success Managers and Senior Managers, Customer Success, each overseeing a portfolio of health system clients.
• Establish performance metrics, set team objectives, and design development plans to ensure regional teams consistently meet and exceed goals.
• Partner with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals.
• Identify new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships.
• Serve as a trusted advisor to C-level stakeholders at major hospital systems, clarifying business outcomes and aligning SmarterDx’s platform to client objectives.
• Provide senior-level oversight and guidance for complex or high-profile accounts, working closely with your team to mitigate risks and drive success.
• Collaborate with Implementation, Clinical Excellence, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements.
• Advocate for customers internally, ensuring their feedback informs product roadmaps and service enhancements.