Director of Customer Success

Role Overview

• Grow qualified referral volume across existing hospital, cardiology group, and health plan partnerships — nationally, with depth in the Northeast and Mid-Atlantic
• Drive renewals and achieve >100% Net Revenue Retention through upsells, site expansions, and consistent partner engagement
• Activate new provider groups under existing payer agreements
• Activate payer partnerships in regions to maximize company impact
• Serve as a cross-functional intelligence hub — bringing field insights to payer contracting, marketing, and operations to accelerate payer enrollments, new business line activation, and patient conversion
• Deliberately identify and pursue a target number of net-new sales opportunities per quarter, in close partnership with new sales team
• Build and execute a standardized implementation and onboarding playbook for new partner launches, lay the groundwork for a scalable customer success function — with the expectation of building and leading a team as volume grows
• Run a consistent QBR cadence with all key partners, translating operational and clinical outcomes into compelling value narratives
• Turn top-performing partners into active referral advocates and case study participants

Requirements

• 7–10 years in customer success, account management, or provider/payer relations in digital health, cardiovascular care, or chronic disease management
• Demonstrated success growing a book of business ≥$2M through referrals, renewals, and account expansion
• Experience navigating hospital systems, cardiology groups, and payer-provider dynamics
• Proven ability to translate clinical outcomes data into business value for non-clinical stakeholders
• Established network in the Northeast / Mid-Atlantic healthcare market strongly preferred
• Clinical or allied health background (RN, Exercise Physiologist, PA, etc.) a meaningful plus
• Comfortable with ~50% travel, including frequent in-person visits to partner sites
• Bachelor's degree required; MHA, MBA, or clinical graduate degree preferred

Benefits

• Medical, dental, and vision insurance — fully or 90% employer-paid
• Unlimited PTO
• All business travel reimbursed
• Home office stipend
• Stock options at Director-level seniority, vesting over 4 years with a 1-year cliff