[Hiring] Director of Customer Success @Nsight Health

Role Description

We are seeking a Director of Customer Success to lead the team that owns the health and retention of our book of business. Reporting to the Chief Operating Officer, you will lead a team of Customer Success Managers and serve as the senior escalation point above the front line — the person who steps in directly when a sophisticated provider needs a sophisticated answer.

• Own account health, retention, long-term contracting, and resolution of complex issues.
• Partner closely with the Customer Growth team in a shared pod model.
• Project manage issues to resolution, run quarterly business reviews, and de-escalate provider conversations.
• Set the standard for protecting revenue and engage with high-stakes accounts.

AI Fluency Requirement - Non-Negotiable: Every member of our leadership and operations team is expected to actively use AI tools in their day-to-day work. This role requires genuine curiosity about AI and comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms.

Key Responsibilities

• Team Leadership and Operating Cadence:
  • Recruit, develop, and lead the Customer Success Manager team.
  • Run the Customer Success operating cadence, including team huddles and weekly one-on-ones.
  • Coach the team on account strategy, de-escalation, and provider conversations.
  • Manage book allocation and workload across the team.
• Book Health and Retention:
  • Own the green, yellow, and red health standard across the Nsight book.
  • Drive cancellation prevention through the team.
  • Own the long-term contracting motion across the book.
• Escalations and Cross-Functional Leadership:
  • Serve as the senior escalation point above the front line.
  • Own the standard for how issues are project managed to resolution.
  • Partner with Customer Growth in the pod model.
• Data and Continuous Improvement:
  • Help shape the Customer Success reporting and dashboards in HubSpot.
  • Contribute to the design of the Customer Success compensation model.
  • Provide regular updates on book health, risk, and retention to leadership.
• Provider Referral Growth:
  • Own provider referral generation across the Nsight Health book.
  • Lead the daily motion of logging into provider systems and following up on referrals.
  • Carry and track a patient referral quota for the team.

The Impact You’ll Make

• Revenue Protection at Scale: The standards and frameworks you build determine how much of Nsight Health's book stays whole and grows.
• Provider Relationships That Last: By engaging the highest-stakes accounts, you build provider trust that turns difficult moments into long-term partnerships.
• Cross-Functional Influence: As the voice of account health, you shape how Nsight Health retains and expands its provider base.

Qualifications

• 7 or more years in Customer Success, client services, or account management, with at least 3 years leading a team.
• Proven experience owning retention and reducing churn in a multi-client environment.
• Strong project management and de-escalation skills.
• Clinically literate or able to become fluent quickly.
• A player-coach leadership style, hands-on in the work.
• High AI fluency, meaning active use of AI tools in your daily workflow.
• Strong analytical ability to diagnose retention problems and present solutions.

Preferred

• Experience in remote care, RPM, CCM, or chronic care management.
• Experience building health scoring, quarterly business review frameworks, and escalation protocols.
• Hands-on experience inside HubSpot.
• Background in a PE-backed or venture-backed high-growth environment.
• Experience operating in a pod model alongside a growth or sales team.

Compensation & Benefits

• Competitive base pay: $160,000 – $180,000 annually.
• OTE: $200,000
• Eligible for an annual bonus of up to 30% based on performance.
• Benefits Include:
  • PTO Accrual
  • Medical, Dental, Vision, and supplemental insurance options
  • 401(k) Plan with 3.5% Company Match
  • Company-provided equipment

Join Our Mission-Driven Team

At Nsight Health, you will be part of a fast-growing organization at the intersection of healthcare, technology, and compassion. We are looking for a Director of Customer Success who has the backbone to fight for every account and the leadership presence to turn the hardest provider conversations into the most durable relationships.

Recruitment Fraud Alert

Nsight Health takes candidate safety seriously. Please be aware that fraudulent individuals may impersonate our recruiters or employees. All legitimate interviews are conducted through our formal hiring process. If you receive a suspicious email or job offer claiming to be from Nsight Health, please verify its authenticity by contacting us directly.