Director of Customer Success

Summary

The job is for the Director of Customer Success at ImPACT Applications, a mission-driven company aiming to elevate one billion lives globally by 2030. The role involves retaining existing business, expanding account revenue, ensuring smooth adoption and prompt support, and partnering with various departments. Remote work is allowed with up to 5% travel.

Requirements

• 5+ years of Customer Success experience, 2+ years of management experience
• SaaS experience
• Experience working at a high-growth or small business
• Ability to set a clear vision and strategy
• Proficiency in identifying and addressing skill gaps within the team, investing in training sessions for product knowledge and customer engagement enhancement
• Strong communication and conflict resolution skills
• Skill in fostering cross-functional collaboration
• Ability to understand the healthcare customer base, identifying needs, preferences, and potential objections
• Capacity to create mechanisms for capturing feedback

Responsibilities

• Enhance customer value and satisfaction
• Cultivate retention of existing business by ensuring customers get the most value from our products and services
• Lead, mentor, and develop a Customer Success team
• Partner with Operations department to iterate on customer health scoring mechanism founded in SaaS success best practices
• Grow existing account revenue by helping customers expand usage of our products & services across service lines
• Provide monthly forecasts of renewal sales performance to ImPACT General Manager
• Partner cross-functionally with ImPACT’s Product Manager to establish CSAT baseline score
• Create an efficient adoption process that ensures all customers successfully navigate from initial purchase to actively testing
• Successfully convert existing Healthcare customer base to new subscription model, iterating on incentives to retain and expand accounts
• Advocate on behalf of our customer needs to the Product team

Preferred Qualifications

HealthTech / MedTech experience is a plus

Benefits

• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid short-term and long-term disability
• Supplemental life insurance options
• Company paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employee and dependents
• Company paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding