Senior Director of Customer Success

Role Overview

• Develop strategies for growing existing accounts and upselling new products
• Set and achieve target benchmarks, establishing quotas and metrics for client success
• Drive provider adoption and facilitate change-management to drive growth and volume
• Oversee a large portfolio of clients, including many of the leading physical therapy and orthopedic practices in the United States
• As a key leader at a growing startup, you will both lead client success team members as well as directly lead and manage the company’s largest accounts
• Serve as the face of Limber for all client-related needs throughout the client lifecycle, from implementation to launch, growth, product training, renewals, upsells, and account management
• Build trust with clients, fostering long-lasting and trusting relationships
• Identify client challenges and risk areas, developing proactive solutions to avoid any risk of churn
• Gather feedback from clients and collaborate with the product and technology teams to communicate feedback and optimize the product/client experience
• Drive client success across key performance indicators (KPIs) such as improved health outcomes, revenue, patient engagement, and client satisfaction
• Apply sales and commercial strategies to drive revenue growth and achieve upselling targets
• Collaborate closely with the sales team to identify and capitalize on growth opportunities
• Manage a team of 2-4 individuals, providing leadership, guidance, and support
• Opportunity to lead the expansion of the Client Success team as the business continues to scale
• Foster a collaborative and high-performance culture within the client success team

Requirements

• 7+ years of experience and a proven track record in client success functions, including at least 3 years leading a customer success, operations, or a strategy team
• Proven track record scaling clients from $50K ARR to $250K + ARR. Background in digital health, preferably integrating new care models and provider-facing technology directly into practices; understanding clinical workflows, EMR integrations strongly preferred
• Comfortable managing executive-level commercial relationships
• Excellent communication, interpersonal, and presentation skills, with the ability to collect and present meaningful data
• Strong relationship-building and listening skills, with a genuine passion for the customer and their experience
• Demonstrated customer focus and a strong analytical and problem-solving ability
• Entrepreneurial spirit, hands-on approach, and the ability to thrive in a startup environment
• Experience in early-stage companies, with a focus on driving growth and client success
• Periodic travel (~20%) required (client meetings, trade shows, etc.)

Benefits

• Comprehensive benefits include medical, dental, and vision insurance
• Prescription coverage
• Disability and life insurance
• FSA & HSA accounts
• Employee Assistance Program
• 401(k) plan with company matching
• Parental leave
• Unlimited PTO
• 10 company holidays