Director, Client Success

Role Overview

• Develop and execute the Client Success strategy aligned with organizational goals.
• Champion a client-first philosophy to drive client satisfaction, retention, and expansion.
• Partner closely with Product, Implementation, Support, Commercial, and Training teams to ensure a unified client experience.
• Establish departmental KPIs, reporting cadences, and dashboards that measure success and guide decision-making.
• Represent client trends and insights to executive leadership, influencing roadmaps and business priorities.
• Lead, mentor, and grow a team of Client Success Managers (CSMs), Senior CSMs, and other success-focused roles.
• Create a high-performance culture grounded in ownership, collaboration, and continuous improvement.
• Oversee hiring, onboarding, skills development, coaching, and performance evaluations.
• Ensure consistency, quality, and scalability in client interactions and processes.
• Own the end-to-end post-implementation client lifecycle, including onboarding transitions, adoption and retention.
• Establish standardized playbooks, workflows, success plans, and client-facing materials to ensure consistent delivery.
• Ensure CSMs proactively monitor health metrics and mitigate risks to client satisfaction and retention.
• Oversee business reviews, health checks, and long-term value realization strategies.
• Drive operational excellence by eliminating friction, improving processes, and strengthening cross-team coordination.
• Act as senior point of escalation for complex client issues, partnering internally to drive timely resolution.
• Use data and insights to demonstrate ROI, influence strategic conversations, and elevate the client’s voice.
• Ensure clients receive the training, resources, and support needed to fully integrate our products into their workflows.
• Partner with Account Management to prepare for renewals, expansions, and executive presentations.
• Collaborate with Implementation on seamless handoffs and readiness for ongoing adoption.
• Partner with Product and Engineering to surface client insights, feature requests, and prioritization needs.
• Work with Support to ensure ticket trends, pain points, and workflow improvements feed into broader success strategies.
• Align with Marketing and Commercial teams on case studies, storytelling, messaging, and product positioning.

Requirements

• 7+ years in Client Success, Account Management, Professional Services, or related functions (preferably in SaaS or healthcare technology).
• 3+ years managing and developing high-performing teams.
• Proven experience leading enterprise clients with complex workflows and multi-stakeholder environments.
• Strong operational mindset with an ability to design scalable systems, playbooks, and processes.
• Exceptional communication, presentation, and relationship‑building skills.
• Data-driven approach to decision-making with comfort using dashboards, analytics, and KPIs.
• Demonstrated success in driving adoption, retention, and measurable client outcomes.
• Experience in healthcare delivery, PACE, EMR systems, risk adjustment, population health, or similar domains (preferred).
• Experience working in fast-paced, scaling organizations or startups (preferred).
• Familiarity with CRM/CS platforms, analytics tools, and project management systems (preferred).
• Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field (preferred).