Director Customer Success (Health Systems)
Direct Recruiters Inc., San Mateo, CA, United States
Client Summary
Develops a technology platform designed to support delivery of complex, evidence-informed care.
Uses advanced tools to help clinicians work more efficiently, consistently, and thoughtfully.
Collaborates closely with care teams to improve access, outcomes, and day-to-day workflows.
Offers solutions that support patient engagement, data insights, and operational efficiency.
Founded by clinicians with a focus on expanding access and scalability in care delivery.
Position Responsibilities
Build and maintain deep, trust-based relationships with clinical, operational, and executive stakeholders, serving as the primary post-sale advisor
Understand customer objectives, quality priorities, behavioral-health integration needs, and long‑term enterprise strategy
Drive early implementation success and establish KPIs, success benchmarks, and value narratives that demonstrate impact
Monitor adoption, usage, operational challenges, and change‑management needs to ensure value realizationLead customer expansion strategy, partnering with Sales to identify and shape new opportunities across service lines and departments
Influence decision‑makers through clear demonstration of clinical and operational value, scalability, and strategic alignment
Own expansion forecasting and support preparation of demos, presentations, and deployment plans
Conduct regular business reviews, ensure clear communication, and serve as the escalation point for issue resolution
Maintain high customer satisfaction and proactively prevent churn
Share customer insights cross‑functionally to inform product roadmap, clinical priorities, marketing assets, and ongoing success
Experience & Skills Required Experience and Qualifications
7+ years of customer-facing experience in Customer Success, Account Management, or related roles within enterprise SaaS or digital health.
Experience working with health systems and provider organizations, with the ability to engage clinical, operational, and executive stakeholders.
Demonstrated success in driving expansion, upsell, or cross‑sell in complex accounts.
Strong understanding of clinical workflows and health‑system operations.
Exceptional communication, storytelling, and relationship management skills.
Strategic mindset with the ability to translate customer needs into actionable plans.
Comfort with working in a high‑growth, early‑stage environment.
Preferred Experience and Qualifications
Experience working with Clinical Practice Guidelines, quality improvement, care pathways, or behavioral health integration.
Familiarity with value‑based care, clinical quality measures, or service‑line operations.
Experience in land‑and‑expand or platform‑based SaaS models.
Experience collaborating closely with Sales, Sales Engineering, and Implementation teams.
Background in developing executive business reviews or ROI/value assessments.
Compensation $180k-$200k, Health Insurance, 401k, Paid Vacation
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Develops a technology platform designed to support delivery of complex, evidence-informed care.
Uses advanced tools to help clinicians work more efficiently, consistently, and thoughtfully.
Collaborates closely with care teams to improve access, outcomes, and day-to-day workflows.
Offers solutions that support patient engagement, data insights, and operational efficiency.
Founded by clinicians with a focus on expanding access and scalability in care delivery.
Position Responsibilities
Build and maintain deep, trust-based relationships with clinical, operational, and executive stakeholders, serving as the primary post-sale advisor
Understand customer objectives, quality priorities, behavioral-health integration needs, and long‑term enterprise strategy
Drive early implementation success and establish KPIs, success benchmarks, and value narratives that demonstrate impact
Monitor adoption, usage, operational challenges, and change‑management needs to ensure value realizationLead customer expansion strategy, partnering with Sales to identify and shape new opportunities across service lines and departments
Influence decision‑makers through clear demonstration of clinical and operational value, scalability, and strategic alignment
Own expansion forecasting and support preparation of demos, presentations, and deployment plans
Conduct regular business reviews, ensure clear communication, and serve as the escalation point for issue resolution
Maintain high customer satisfaction and proactively prevent churn
Share customer insights cross‑functionally to inform product roadmap, clinical priorities, marketing assets, and ongoing success
Experience & Skills Required Experience and Qualifications
7+ years of customer-facing experience in Customer Success, Account Management, or related roles within enterprise SaaS or digital health.
Experience working with health systems and provider organizations, with the ability to engage clinical, operational, and executive stakeholders.
Demonstrated success in driving expansion, upsell, or cross‑sell in complex accounts.
Strong understanding of clinical workflows and health‑system operations.
Exceptional communication, storytelling, and relationship management skills.
Strategic mindset with the ability to translate customer needs into actionable plans.
Comfort with working in a high‑growth, early‑stage environment.
Preferred Experience and Qualifications
Experience working with Clinical Practice Guidelines, quality improvement, care pathways, or behavioral health integration.
Familiarity with value‑based care, clinical quality measures, or service‑line operations.
Experience in land‑and‑expand or platform‑based SaaS models.
Experience collaborating closely with Sales, Sales Engineering, and Implementation teams.
Background in developing executive business reviews or ROI/value assessments.
Compensation $180k-$200k, Health Insurance, 401k, Paid Vacation
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