Director of Client Success

Summary

Join PredictionHealth, a healthcare technology company using AI solutions, as their Director of Client Success. This role offers significant growth potential within a dynamic startup. You will lead a team, develop client success strategies, manage client relationships, and drive process improvements. The position requires strong leadership, communication, and analytical skills, along with experience in client success. A remote-friendly culture is offered, with employees located across the country. The compensation range is $110k-$140k, depending on experience.

Requirements

• Prior professional experience in Client Success position
• Strong interpersonal skills and an outgoing personality
• Demonstrate curiosity; ability to gain an understanding of management of clients and employees
• Self-starter/bias to action
• Excellent oral and written communication skills
• Ability to connect with people via phone or email
• Is goal and results oriented
• Strong organizational and communication skills
• Ability to work in a fast-paced environment with multiple priorities while maintaining focus
• Technologically savvy with ability to use multiple internet and software platforms to perform duties

Responsibilities

• Develop and execute a comprehensive client success strategy that supports client retention, growth, and satisfaction
• Set team objectives, KPIs, and performance metrics that align with company goals and client needs
• Lead a team of Client Success Managers, providing guidance, training, and performance feedback to support professional growth and team success
• Management of team growth plans and budgeting
• Oversee the client onboarding process to ensure a smooth, timely, and effective transition from sales to implementation
• Collaborate with the Product and Operations teams to ensure onboarding materials, processes, and tools meet client needs and optimize engagement
• Utilize project management tools like Asana and Hubspot to monitor and manage onboarding tasks and milestones for new clients
• Act as a senior point of contact for key clients, building strong relationships and addressing any escalated issues
• Design and implement programs to measure and enhance client satisfaction, including regular check-ins, surveys, and feedback mechanisms
• Identify growth opportunities within client accounts and work with sales to ensure clients are aware of and engaged with new products or features
• Manage retention and renewal for current clients
• Continuously evaluate and improve client success processes, identifying areas for increased efficiency and effectiveness
• Lead automation initiatives to streamline onboarding, support, and engagement workflows, freeing up team capacity for higher-value interactions
• Ensure documentation and support materials are up to date, accurate, and accessible to both clients and internal teams
• Collaborate with Business Analytics and Engineering to develop and use data insights to inform client success strategies, track client engagement, and address potential churn risks
• Maintain client tracking and reporting systems to monitor client health, identify trends, and proactively address issues
• Prepare and present regular reports on client success metrics, performance, and team initiatives to company leadership
• Partner with Product, Engineering, Support, and Sales teams to ensure a cohesive client experience and alignment on client needs
• Work with Product Development on feature requests, feedback, and testing to ensure products are built with client value in mind
• Actively participate in internal meetings to share insights, advocate for client's needs and support the PredictionHealth mission

Preferred Qualifications

• Familiarity with healthcare
• PT/PTA degree
• Experience/expertise Hubspot

Benefits

• On Target Earnings: $110k - $140k
• Remote-friendly culture