Customer Success Director/Senior Customer Success Director

Summary

Join Get Well as a Customer Success Director or Senior Director, contributing to client retention and revenue growth. You will manage a portfolio of hospital and health system clients, ensuring successful deployment and adoption of healthcare technology solutions. This role involves building strong client relationships, identifying growth opportunities, and providing tailored recommendations to maximize value. You will also oversee implementation and onboarding processes, manage post-sale activities, and track customer health and adoption metrics. This position requires strong communication, problem-solving, and project management skills, along with a deep understanding of healthcare environments and technology.

Requirements

• 6+ years of account management experience, preferably in the healthcare or healthcare technology industry
• Strong understanding of healthcare environments (hospitals, health systems, clinical workflows) and how technology can drive efficiencies and improve patient care
• Proven track record of managing client relationships, driving renewals, and identifying opportunities for account expansion
• Excellent written and verbal communication skills, with the ability to engage and influence clients at all levels
• Strong analytical and problem-solving skills to address client challenges and offer tailored solutions
• Experience managing complex projects, including technology implementations and process improvements
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

Responsibilities

• Lead and manage the end-to-end renewal process, ensuring timely and successful contract renewals
• Identify and pursue opportunities for account growth, including upselling and cross-selling additional products or services
• Serve as the primary point of contact for a set  hospital and health system clients, fostering deep, long-term relationships
• Develop knowledge of each client's goals and challenges to provide tailored recommendations for product utilization that maximize value
• Proactively address client inquiries, concerns, and escalations to ensure client satisfaction, retention, and growth
• Oversee the implementation and onboarding processes for new clients or new technology deployments, ensuring successful delivery and customer satisfaction
• Manage post-sale activities, ensuring smooth transitions and ongoing support for customer needs
• Track customer health and adoption metrics, providing customers with regular updates on product usage and outcomes
• In close partnership with the data team, track customer health and adoption metrics, providing customers with regular updates on product usage and outcomes
• Monitor customer performance and satisfaction, using data and feedback to guide account planning
• Provide regular reports to customers and internal stakeholders on account status, key performance indicators, and growth opportunities
• Prepare and deliver quarterly business reviews (QBRs) with key client accounts, aligning solutions to their evolving needs and priorities

Preferred Qualifications

Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field (preferred)

Benefits

• Exceptionally generous paid time away from work
• A variety of paid leave programs
• Savings opportunities with 401(k) and incentive plans
• Internal education programs
• Full array of health benefits
• Fitness reimbursement
• Cell phone subsidy
• Casual offices with snacks and drinks
• Peer recognition programs
• Health advocacy and employee assistance programs
• Chili cook-offs
• Pet insurance (yes, really)