Director of Customer Success

Bachelor’s degree and a minimum seven (7) years of experience in Customer Success, Account Management, Client Services, or Management Consulting, preferably in SaaS, data, or technology-enabled organizations. Minimum three (3) years of experience in healthcare operations, healthcare technology, or healthcare-adjacent environments. Demonstrated ability to manage complex, multi-stakeholder client relationships, including executive-level stakeholders. Proven experience leading client onboarding, implementation, and long-term adoption of SaaS or analytics-driven platforms. Strong operational mindset, with experience building or running repeatable processes, workflows, and success frameworks. Comfort working in fast-moving, ambiguous environments where structure is still being built. Strong business and data fluency.

Serve as the primary point of contact and strategic relationship owner for assigned customers. Build and maintain trusted, multi-level relationships with client stakeholders. Lead client onboarding and implementation efforts. Own and evolve Customer Success workflows, playbooks, and operational systems. Design and manage Customer Success reporting, tools, success dashboards, and internal documentation. Analyze the customer journey and facilitate structured success reviews. Act as the internal voice of the customer. Support late-stage prospect engagements. Partner with Growth and Product to support renewals, identify expansion opportunities, and manage customer health.