Director of Customer Success

This is a strategic, high-visibility leadership role focused on driving growth, retention, and partner success within a rapidly evolving healthcare environment. You will act as the primary bridge between clinical outcomes and business performance, ensuring partners fully realize the value of innovative care solutions. Combining relationship management with revenue ownership, you'll lead initiatives that expand referral networks, strengthen partnerships, and unlock new opportunities. The role offers a dynamic mix of field engagement and cross-functional collaboration, with significant influence on go-to-market strategy. Ideal for a proactive leader, this position provides the chance to shape customer success operations while directly impacting patient access to life-changing care.

Accountabilities:

• Own and grow referral volume across existing healthcare partners, including hospitals, cardiology groups, and health plans
• Drive renewals and expansion efforts to achieve strong net revenue retention through upselling, engagement, and site growth
• Lead onboarding and implementation processes, creating scalable playbooks for new partner launches
• Build trusted relationships with key stakeholders, including clinicians and administrators, through regular engagement and strategic reviews
• Identify and pursue new business opportunities within existing networks, contributing to overall revenue growth
• Act as a central intelligence hub, sharing market insights with internal teams to inform strategy across operations, marketing, and payer partnerships
• Collaborate cross-functionally to align customer success initiatives with broader business goals and performance metrics
• Lay the foundation for a scalable customer success function, with the potential to build and lead a growing team

Requirements:

• 710 years of experience in customer success, account management, or healthcare partnerships, ideally in digital health or chronic care environments
• Proven track record of managing and growing a significant book of business through referrals, renewals, and expansion
• Strong understanding of healthcare ecosystems, including hospital systems, provider groups, and payer dynamics
• Ability to translate clinical or operational outcomes into compelling business value for diverse stakeholders
• Established network within key U.S. healthcare regions (Northeast / Mid-Atlantic preferred)
• Experience working in fast-paced, growth-oriented environments with evolving priorities
• Excellent communication, relationship-building, and strategic thinking skills
• Bachelor's degree required; advanced degree (MBA, MHA, or clinical background) is a plus
• Willingness to travel up to 50% for in-person partner engagement

Benefits:

• Competitive compensation package, including base salary and equity (stock options)
• Medical, dental, and vision insurance (fully or largely employer-covered)
• Unlimited paid time off for flexibility and work-life balance
• Reimbursement for all business travel expenses
• Home office stipend to support remote work
• Opportunity to make a meaningful impact in healthcare innovation
• Collaborative, mission-driven work environment
• Career growth opportunities with leadership responsibilities