Senior Director, Client Success

Summary

Join Hello Heart as a Senior Director, Client Success – Public Sector to lead the public sector client portfolio, driving strong relationships and long-term success. Reporting to the SVP of Client Experience, you will own the full client lifecycle, from onboarding to advocacy, while building and leading a high-performing team. You'll collaborate cross-functionally to enhance client engagement and drive growth. This role requires 10+ years of experience in Customer Success or Account Management, with at least 5 years in leadership. Proven experience serving public sector clients in digital health is essential, along with a strong understanding of procurement cycles and compliance. The position offers a competitive salary range of $170,000 to $210,000, plus bonus. Hello Heart fosters a positive and supportive work culture.

Requirements

• 10+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 5 years in leadership positions managing high-performing teams
• Proven experience serving public sector clients —preferably state and federal—within digital health or population health , with a strong understanding of procurement cycles, compliance requirements, and complex stakeholder environments
• Demonstrated success in owning customer lifecycle end-to-end , including onboarding, adoption, engagement, retention, and expansion
• Proven track record exceeding ARR goals and client satisfaction across a book of business
• Strong executive presence and communication skills , with a track record of building trusted relationships with VP and C-level stakeholders
• Experience in a player/coach capacity , balancing strategic leadership with direct client ownership
• Skilled in cross-functional collaboration , working effectively with product, sales, marketing, and operations teams to deliver client outcomes and drive growth
• Data-driven mindset with the ability to translate customer insights into strategic initiatives and measurable business outcomes
• Stellar written and verbal communication and presentation skills
• Highly organized, able to multitask, and easily adaptable to change
• Entrepreneurial, self-sufficient, and thrives in fast-paced environments; embraces a sense of urgency
• Willing to travel up to 50%

Responsibilities

• Lead Hello Heart’s public sector client success team in a player/coach role, owning the full client lifecycle from executive engagement to adoption, retention, and satisfaction
• Own customer health, revenue growth, and retention across public sector clients
• Develop strategic account plans and oversee cross-functional and daily CSM operations to drive growth, retention, and client excellence
• Cultivate VP and C-Suite relationships at client and partners to align on strategic goals and initiatives
• Develop relationships with customers and partners at the VP and C-Suite level that provide insight into their organization’s goals and strategies
• Champion the voice of the customer to drive product innovation, influence roadmap priorities, and elevate customer experience
• Build and lead a high-performing CSM team focused on strategic growth, retention, and customer success excellence
• Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk
• Implement scalable processes and playbooks to optimize account management best practices across public sector clients

Benefits

The US base salary range for this full-time position is $170,000.00 to $210,000.00