Position Overview
HealthSnap is seeking a dynamic and experienced Director of Customer Success to lead and grow our Customer Success team. This is a critical leadership role that will be responsible for driving customer retention, satisfaction, and overall success through building a high-performing Customer Success (CS) team. The Director of Customer Success will report directly to the VP of Operations and will oversee all CS operations, including hiring, mentoring, and managing a team of Customer Success Managers.
Key Responsibilities
Team Leadership: Build, hire, and manage a team of Customer Success professionals. Provide coaching, mentoring, and professional development to ensure high performance and continuous improvement.
Client Retention & Satisfaction: Develop strategies to optimize client retention and satisfaction. Ensure the CS team is addressing client needs effectively and delivering exceptional service.
KPI Management: Establish, monitor, and report on internal and external Key Performance Indicators (KPIs) related to customer retention, satisfaction, and overall team performance.
Cross-functional Collaboration: Work closely with the Sales, Product, and Operations teams to align strategies that drive customer success and foster a collaborative approach to client satisfaction.
Client Engagement: Cultivate and maintain relationships with key clients, addressing customer escalations as needed and collaborating directly with clients when appropriate. Serve as a primary point of contact for C-suite executives both internally and externally.
Operational Oversight: Oversee the day-to-day operations of the Customer Success department, ensuring that systems, processes, and tools are effectively supporting the team’s efforts.
Strategic Planning: Contribute to the long-term vision for customer success and client retention, aligning strategies with the broader goals of the company.
Performance Reporting: Report on department performance to the VP of Operations and other executive leadership, ensuring alignment with company goals.
Required Qualifications
Healthcare Systems Experience: 5+ years of proven experience working with healthcare systems and an understanding of the unique challenges and opportunities within the healthcare industry.
Customer Success Expertise: 10+ years of experience in a Customer Success role, with a strong track record of driving client retention and satisfaction.
Management Experience: 5+ years of management experience, including leading and mentoring teams within a customer success or similar environment.
Leadership & Team Development: Experience in hiring, developing, and managing a high-performing team, with a focus on creating a positive team culture.
Client Relationship Management: Comfortable managing relationships with C-suite executives and handling high-level client interactions. Ability to step in and assist with client needs as necessary.
Strategic & Analytical Thinking: Strong strategic thinking and problem-solving skills, with experience in managing and reporting on key business metrics (KPIs).
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively present and report to senior leadership.
Preferred Qualifications
Compensation Detail:Education, experience and tenure may be considered along with internal equity when job offers are extended.
Location:Remote (United States)
Benefits:HealthSnap offers a comprehensive benefits package including Medical, Dental, Vision, Life Insurance, Paid Time off, Career Advancement Opportunities, and the Ability to Work Remotely.
We embrace diversity and are an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. No matter your background, your orientation, or your identity expression, if you are passionate about improving the future of healthcare through lifestyle change, we want to hear from you!
