Stop disease through technology.

Director of Client Success

Customer Success ManagerCustomer SuccessFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

United States

Posted

121 days ago

Salary

Not specified

English

Job Description

• Leading, mentoring, and developing a team of Client Success Managers to drive client engagement, satisfaction, and retention. • Establishing and executing strategies to drive client renewals, minimize churn, and identify upsell and expansion opportunities. • Collaborating with client delivery, product, and support teams to ensure a seamless client experience and drive adoption of our solutions. • Overseeing client contract management, including renewals, negotiations, and compliance. • Partnering with internal teams and using internal solutions, Smartsheet/Salesforce/JIRA/etc., to maintain accurate client data. • Monitoring key client success metrics and using data-driven insights to improve team performance and client outcomes. • Acting as an escalation point for high-impact client concerns and ensuring timely resolution. • Advocating for client needs within the organization to inform product development and service enhancements.

Job Requirements

7+ years of experience in Client Success, Account Management, Client Stewardship or a related field, with at least 3 years in an applicable leadership role.
While not required, an understanding of government procurement processes and/or experience in public health and/or healthcare related industries is strongly desired.
Proven track record of managing and scaling client success and/or account management teams, ideally in a SaaS or technology-driven environment.
Strong leadership and people management skills, with experience overseeing a team of 5+ members.
Expertise in client stewardship, client retention strategies, general knowledge of contract management and negotiations, and revenue growth initiatives.
Excellent communication and relationship-building skills with both clients and internal stakeholders.
Ability to analyze data and drive insights to enhance team performance and client outcomes.
Experience working cross-functionally with Sales, Product, and Support teams.
Proficiency in client success tools (e.g., Gainsight, Salesforce, or similar platforms).

Benefits

Virtual first, remote organization and culture
Flexible Paid Time Off (PTO)
401(k) retirement plan with corporate matching
Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
Short Term and Long Term Disability (for employee)
Life Insurance (for employee)
New Team Member support for home office setup