[Hiring] Director of Customer Success @Navina

Role Description

We are looking for a Director of Customer Success to support and expand our growing business activities. You will manage a CS team and will be responsible for driving success at the most strategic level within your team accounts and implementing a broad strategy for earning customer acceptance across the organization. You will be working closely with our Product, R&D, and Medical teams.

Responsibilities

• Build and maintain relationships with strategic accounts, from clinicians up to C-level executives and decision-makers after signing an agreement.
• Work closely with our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value.
• Be the voice of the clients and the internal focal point for any client need.
• Own client communications and account operation: Set up, facilitate, and lead personal & group F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities.
• Lead a team of customer success managers, providing coaching and mentoring to foster a high level of service and performance.
• Track, monitor, and manage accounts with specific KPIs clients on the Hubspot CRM system, in addition to clients KPIs (Usage, engagement, upsell and retention, etc).
• Take part in product cycles, roadmap planning, and execution.

Qualifications

• 5+ years of successful experience in managing Large & strategic accounts for Digital health companies (at least two different companies) with users, C-level executives, and/or decision-makers.
• 3+ years of experience in managerial positions.
• Project management experience, including managing Customers' Onboarding process, owning and managing all aspects of clients from activities from Close-Won to Go-Live and product Value.
• Experience in managing customers' renewal process, with a high retention rate track record.
• Experience deploying population health solutions in value-based care provider organizations.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Strong communication and storytelling skills.
• The position requires 50% travel based on business needs.
• Technical background - Advantage.
• Experience in sales - Advantage.

Benefits

• You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience.
• If this role excites you, we’d love to see your application!