Director of Client Success

Lirio is a technology/software company that provides expertise in a variety of behavioral science domains (e.g., behavioral economics, social psychology, public health), data science, and machine learning to drive consumer engagement, close gaps in preventive and chronic care, and promote health and well-being across an individual’s lifespan. Lirio’s behavior change AI platform unites behavioral science with advanced artificial intelligence (AI) to deliver Precision Nudging health interventions. Precision Nudging is the application of behavioral science to health interventions personalized by AI to each individual that overcome barriers to action at the right time and place for scalable, behavior change. 

This is a remote role with the opportunity to be hybrid if located in Tennessee. All applicants must be authorized to work in the US without sponsorship.

To ensure an excellent onboarding experience and integration into the company, new colleagues will spend their first week onsite at one of our offices in Tennessee. Travel expenses will be paid. This is a requirement. 

Position Summary 

The Director of Client Success plays a pivotal role in Lirio’s growth and client engagement strategy. This leader will own enterprise client relationships driving retention, satisfaction, and expansion while ensuring delivery excellence.  Partnering closely with Sales, Solutions, Product Marketing, PMO and Analytics. This role ensures clients achieve measurable outcomes aligned with both the customer KPI’s and Lirio’s OKR’s.  The Director serves as a strategic advisor and advocate, bringing insight, energy and operational rigor to every interaction.  

The Director of Client Success holds responsibility for the client engagement lifecycle by managing recurring touchpoints to provide detailed MBR/QBR reporting on success rates, identifying product enhancements as well as opportunities for vertical and horizontal client revenue growth.   This position will facilitate regular communication and progress reporting along the way. This dynamic role will be at the forefront of Lirio’s rapid value creation journey, building critical organizational capabilities that will have a lasting impact in a critical and growing global industry. The ideal candidate will have extensive experience managing clients in the Health Tech space (Life Science and Health Plans) working with multi-faceted, cross-functional enterprise teams with a track record of success. Critical characteristics include strong cross-functional and leadership skills, ability to drive urgency and navigate ambiguity, outstanding organizational skills, and a high degree of business acumen.   

Essential Duties & Responsibilities 

• Lead client relationships for Lirio across multiple verticals (Health Systems, Payer, Life Science, Digital Health and Retail Health).
• Defining, developing, and optimizing the customer lifecycle by implementing onboarding, retention, and engagement processes for new and existing customers.
• Developing client level strategies to reduce churn rates, increase customer loyalty, and boost renewal rates at assigned accounts.
• Analyzing customer feedback, data, and insights to identify patterns and trends in customer behavior, preferences, and satisfaction.  Drawing actionable inferences to support revenue growth and retention.
• Collaborating with key stakeholders to develop and execute strategies that make the company more customer centric.
• Working with the sales teams, product teams, solution teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.
• Leveraging technology, CRM software, and related tools to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs.  Comfortable with hands-on technical problem-solving and client facing technology discussions
• Measuring the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn, and developing strategies to optimize KPIs.
• Preparing and presenting reports to executives and stakeholders on customer success initiatives and their impact on the business. 
• Identifying and nurturing customer bases and customer segments based on comprehensive data analysis and market insights to ensure exceptional satisfaction, retention, and growth.
• Proactively engage with clients to ensure they understand and clearly see the value from Lirio services.
• Provide guidance on usage, identify opportunities for improvement, and work to prevent issues that could impact the client's success. Help clients achieve their goals throughout the entire customer journey and aim to drive long-term success.  
• Ensure client engagements have confirmed success criteria and solution delivery is aligned to meeting and exceeding the outlined criteria
•  Maintain a deep knowledge of client industry, product, and role in the market.  
• Provide ongoing support for client delivery and operations
• Lead efforts to evolve Lirio’s library of documented process playbooks to facilitate, scale and client success.
• Achieve KPIs as determined in collaboration with Lirio’s leadership team.  

Sales 

• Drive expansion opportunities by identifying upsell and cross-sell paths in collaboration with sales.  
• Support scope definition and clarification of success criteria
• Build credibility with client stakeholders on Lirio’s execution and delivery
• Advance solution design to identify product discrepancies and requirements
• Participate in contractual reviews to ensure deliverables and timelines match internal expectations/capabilities
• Assist client onboarding plans with expected milestones and workstream timelines
• Align client stakeholders for workstream kickoffs. 

Active Client Lifecyle 

• Work with internal resources to identify/establish reporting aligned to success criteria
• Establish recurring touchpoints with the client stakeholders to review progress and highlight successes in engagement, impact, and ROI.
• Establish recurring touchpoints with client operations team to identify changes to ways of working 

Internal Support 

• Collaborate with internal teams to evaluate and evolve processes related to client onboarding and operations.
• Ensure documentation is in place to support channel partners as well as operational education for all client partners
• Work closely with the sales department to set a professionally directed strategy for customer development, retention, and expansion
• Collaborate with cross-functional teams such as Marketing, Sales, Solutions, Analytics, Product, Technology and Behavioral Design to ensure clients are as successful as possible. 

Basic Qualifications 

Ideal candidate will have experience in a fast paced, dynamic startup setting in the healthcare technology arena.  

• 10+ years of experience in client/vendor management, consulting or project management
• 10+ years of experience in a leadership role
• Proven experience in healthcare, such as experience working in a health technology company or designing digital health interventions.
• Track record of delivering multi-phase projects with parallel and co-dependent workstreams
• Current or recent Customer Success experience working with Health Plans or Life Science clients is strongly preferred.
• Working Knowledge of integrated systems (SaaS, PaaS, APIs, etc.)
• Advanced understanding of product development and how it relates to constructing client commercialization arrangements.
• Experience working in partnership growth teams to evaluate client needs, resources.
• Strong history of working in cross-functional teams
• Excellent Communication Skills to translate requirements, communicate progress and deliver insights 

Benefits

• Medical (HSA available) 
• Dental 
• Vision 
• Short-term & long-term disability (company-paid) 
• Life & AD&D (company-paid) 
• 401K with company match 
• 10 paid holidays, quarterly company closure dates, + holiday week company closure 
• Flexible time off policy 
• Work from home
• 6 weeks paid parental leave
• Salary range: $130-150