Senior Director, Customer Success

10+ years in customer success, account management, or consulting. At least 5 years serving large health systems or hospitals. 5+ years of proven leadership experience managing high-performing client-facing teams. Deep knowledge of health system ecosystems and data. Ability to effectively communicate ROI and strategic value to executives. Track record of developing leaders and driving impact through others. Strong trust-based relationship-building skills with executive engagement. Ability to leverage data and analytics. Proficiency with CRM tools (e.g., Salesforce, Churnzero).

Recruit, develop, and manage Customer Success Managers overseeing health system clients. Establish performance metrics and team objectives. Develop regional strategies for customer success (onboarding, adoption, expansion, renewals). Identify opportunities to deepen client relationships and drive growth. Collaborate with Sales, Implementation, Clinical Experience, and Product/Engineering teams. Advocate for customers internally to inform product roadmaps. Refine playbooks and processes for the customer journey. Track account performance and customer health metrics. Communicate potential risks to executive leadership.