[Hiring] Director, Client Success @Healthcare Systems and Technologies

Role Description

The Director, Client Success role combines strategy, execution, management, and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value. This leader will also champion AI and operational optimization across the client lifecycle, identifying where automation, predictive analytics, and AI-assisted workflows can make our teams more effective and our clients more successful, and turning those ideas into measurable results.

• Responsible for the operational excellence and profitability of HST’s entire customer base including our Top 18 Corporate customers, as well as Small and Mid-Market accounts.
• Manages a team of Corporate Client Managers, a Manager of Client Success, and Client Success Managers who serve as trusted operational advisors for this defined set of corporate clients, proactively improving client health, satisfaction, and retention.
• Partners across the Client Success organization and, as business needs evolve, may lead additional client-facing functions and initiatives.
• Serves as an escalation point for surgery center and partner needs.
• Works with each Corporate Client Manager to approach each partnership with clear strategy for the year.
• Actively tracks and drives Objectives and Key Results (OKRs) as they pertain to the team’s drilled down OKRs and Key Performance Indicators (KPIs).
• Oversight and monitoring of operational initiatives as they apply to existing clients and strategic corporate account partners.
• Providing the voice of the customer to internal stakeholders and departments.
• Strategizes and spearheads ongoing improvements to the company’s success systems.
• Host internal meetings to drive escalation and process improvement.
• Drive adoption and expansion, retention (90%+), and advocacy across all small and mid-market customers.
• Align team processes and procedures, collaborate and build relationships towards accountability and consistency.
• Oversee Gainsight and the broader Client Success technology stack to maximize value and consistency across the department.

Qualifications

• Bachelor’s degree required.
• Minimum of 3 years of Client Success related management experience required.
• Prior experience in data and financial analysis and client account management required.
• Hands-on experience applying AI, automation, or advanced analytics to improve customer success.
• Working knowledge of modern AI tools and concepts.
• Demonstrated process optimization and change management experience.
• Sales and business development background required.
• Ability to communicate, present, and influence at all levels of an organization.
• Expertise managing client relationships for complex products.
• Technical aptitude and deep curiosity to quickly get up to speed on the HST product suite.
• Cross-functional experience communicating and managing relationships with internal stakeholders.
• Experience leading or partnering with adjacent client-facing functions is preferred.
• Comfortable with ambiguity and organizational change.
• Working knowledge of surgery center and healthcare industry preferred.
• General familiarity with cloud-based applications and technologies is a plus.

Requirements

• Coach team members on performance and act as a resource and guide.
• Partner with People Services on Performance Improvement Plans (PIPs) and personnel issues as they arise.
• Lead regularly scheduled 1:1 meetings with individual team members.
• Lead mid-year and end-of-year performance reviews.
• Review and approve/deny PTO and Leave requests for Team Members.
• Act as a main resource and communicator of company-wide initiatives.
• Model and champion AI-forward ways of working.
• Foster a team culture that cultivates cohesion and upholds our core values.

Benefits

• Remote work environment.
• Health benefits paid for employee.
• Flexible Paid Time Off Policy.
• 11 company holidays per year.
• Paid parental leave.
• 401K with matching contributions.
• Learning and development allowance.
• A diverse, inclusive, and fun team!