Director of Enterprise Client Success (Remote - US)

Essential Functions

• Lead, expand, and mentor the Enterprise Client Success teams by setting the strategy and prioritizing key metrics in alignment with broader company vision and strategy  
• Hire, train, and develop a world-class team 
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, and new features; collaborating across teams to identify and pursue customer growth opportunities 
• Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization 
• Partner with our sales teams to ensure all leads are effectively handled and followed up on.  
• Know and understand your department data and provide monthly executive level reports  
• Learn and understand our product roadmap and assist in communicating the value of new releases to customers 
• Continue to maintain client renewal rate at or above company required goals.  
• Attend Trade Shows to represent the company and strengthen relationships with existing client base 
• Partner with company leadership to achieve our goal to improve our Net Promotor Score and account reference ability  
•  Identify at-risk clients and orchestrates Improvement Plans as necessary by collaborating with the appropriate internal constituents 

Minimum Requirements

• Passion for helping customers 
• 10+ years of client success / account management experience 
• Prior experience managing and owning Enterprise level client relationships 
• Demonstrated progressive experience in a Customer Success and/or Professional Services leadership role. Sales experience will also be considered 
• Experience managing teams 
• Exceptional written and verbal communication skills 
• Demonstrated ability to problem solve; strong judgment and interpersonal skills. 
• Empathy, humility and listening skills 
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate  
• A strong customer advocate with the ability and willingness to engage directly with customers  
• Ability to work effectively with all levels of the organization; 
• Strong understanding of broader business initiatives and strategy and ability to incorporate this understanding into client interaction/outcomes; strategic thinker 
• Ability to travel throughout the year, including occasionally on weekends 

Preferred Qualifications

• SaaS experience 
• Healthcare experience 
• Bachelor’s Degree  

Working Environments/Physical Demand

• 100% Fully Remote
• Frequent use of computers and software tools for communication, documentation, and reporting.