Director of Client Success

Job Summary

To scale the service model for a portfolio-based segment, the full-time remote Director of Client Success will manage Client Success Managers, ensuring clients achieve value through a high-quality engagement model while collaborating cross-functionally to enhance client journeys and team effectiveness.

Key responsibilities

• Define and evolve the Client Success service model, including segmentation and engagement strategies for lower-ACV clients
• Lead and develop a team of Client Success Managers, setting performance standards and driving accountability
• Monitor client health and portfolio trends to enhance client adoption, value realization, and renewal readiness

Required qualifications

• 8+ years of experience in customer success, account management, or related client-facing roles, preferably in healthcare or SaaS
• 5+ years of people leadership experience managing client-facing teams
• Demonstrated success in designing or scaling service models and operational frameworks
• Proven ability to use data for prioritization and process improvement
• Bachelor's degree or equivalent experience preferred