Director of Customer Success

Summary

The job is for a Director of Customer Success at Royal Ambulance, a mobile healthcare provider in the San Francisco Bay Area. The role involves enhancing customer relationships with hospitals and health systems, deploying effective solutions, retaining and growing customer accounts, and achieving remarkable customer outcomes. The position requires hybrid remote and onsite work with up to 60% local travel.

Requirements

• Minimum of 3 years of progressive leadership and team management experience
• At least 3 years in strategic account management roles
• Strong ability to draw quick, insightful conclusions from data sets and deliver actionable recommendations
• Solid financial background or strong understanding of financial concepts to analyze P&Ls and construct pricing models
• Proficiency in Customer Relationship Management (CRM) systems is required
• Ability to travel to customer sites weekly
• Excellent verbal and written communication skills, with a strong work ethic and professional demeanor
• Must be organized, detail-oriented, focused, and able to work well both independently and within a team setting

Responsibilities

• Analyze both short-term and long-term service performance data to provide actionable recommendations that drive efficiency, growth, and quality improvements in customer programs and initiatives
• Renew and expand all active contracts, ensuring continued and enhanced partnerships with our customers
• Develop and maintain strategic relationships with customers, engaging consistently to support their ongoing needs and objectives
• Establish and manage processes and systems to capture and analyze customer feedback, enhancing our service delivery
• Enhance NPS, CES, and CSAT processes and scores through effective strategies and initiatives
• Deliver quarterly business reviews, aligning internal stakeholders, developing compelling content, and leading impactful presentations
• Attend local and regional conferences, workshops, and networking events to stay connected and informed

Preferred Qualifications

• 5 years of experience in the healthcare sector is strongly preferred
• 5 years of project management experience, with lean process improvement experience preferred
• 3 years of experience directly managing, advising, and negotiating with enterprise customers at all levels, with a proven track record of building trust and fostering successful business relationships

Benefits

$140,000 - $170,000 a year