Director of Client Success
InductiveHealth Informatics
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Leading, mentoring, and developing a team of Client Success Managers to drive client engagement, satisfaction, and retention.
- Establishing and executing strategies to drive client renewals, minimize churn, and identify upsell and expansion opportunities.
- Collaborating with client delivery, product, and support teams to ensure a seamless client experience and drive adoption of our solutions.
- Overseeing client contract management, including renewals, negotiations, and compliance.
- Partnering with internal teams and using internal solutions, Smartsheet/Salesforce/JIRA/etc., to maintain accurate client data.
- Monitoring key client success metrics and using data-driven insights to improve team performance and client outcomes.
- Acting as an escalation point for high-impact client concerns and ensuring timely resolution.
- Advocating for client needs within the organization to inform product development and service enhancements.
Requirements
- 7+ years of experience in Client Success, Account Management, Client Stewardship or a related field, with at least 3 years in an applicable leadership role.
- While not required, an understanding of government procurement processes and/or experience in public health and/or healthcare related industries is strongly desired.
- Proven track record of managing and scaling client success and/or account management teams, ideally in a SaaS or technology-driven environment.
- Strong leadership and people management skills, with experience overseeing a team of 5+ members.
- Expertise in client stewardship, client retention strategies, general knowledge of contract management and negotiations, and revenue growth initiatives.
- Excellent communication and relationship-building skills with both clients and internal stakeholders.
- Ability to analyze data and drive insights to enhance team performance and client outcomes.
- Experience working cross-functionally with Sales, Product, and Support teams.
- Proficiency in client success tools (e.g., Gainsight, Salesforce, or similar platforms).
Benefits
- Virtual first, remote organization and culture
- Flexible Paid Time Off (PTO)
- 401(k) retirement plan with corporate matching
- Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
- Short Term and Long Term Disability (for employee)
- Life Insurance (for employee)
- New Team Member support for home office setup
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
client success managementaccount managementclient stewardshipcontract managementnegotiationsdata analysisrevenue growth strategiesclient retention strategiesteam performance enhancement
Soft skills
leadershippeople managementcommunicationrelationship buildingcollaborationproblem-solvingclient advocacy