Customer Success Director

Alt; San Francisco (CA); Hybrid; USD 150,000 - 230,000; Full time

Job summary

HealthLeap, a San Francisco–based healthtech company, is seeking a Customer Success Director to own the health system relationships portfolio and drive retention, expansion, and scalable adoption across our multi-condition platform.

You'll partner with founders, product leadership, and data science to translate the customer voice into strategic decisions, build long-term partnerships, and guide cross-functional teams through complex deployments in healthcare environments.

Qualifications

• Substantial experience (7+ years) in customer success or related roles with a track record of growing senior-level relationships.
• Experience with health systems or large, complex organizations; healthcare knowledge is a plus.
• Comfort with data: read dashboards, build a business case, and tell the numbers story to executives.
• Strong commercial judgment on retention and expansion.
• Ability to work with ownership and ambiguity in a fast-moving startup.
• Ability to collaborate across clinical, technical, and product teams.
• Willingness to travel regularly for site visits and partner milestones.

Responsibilities

• Serve as the primary strategic partner to executives and key decision-makers across a portfolio of health system partners
• Build broad, trusted relationships early, from the C-suite to operational leaders, and deepen them throughout the partnership
• Own retention and renewal, and partner with our sales team on expansion into new service lines
• Define success with each partner in clinical, operational, and financial terms, and lead executive business reviews
• Work closely with clinical and implementation teams to drive adoption
• Spot risk early and address it
• Incorporate the customer's voice into product, data science, and company decisions
• Help build playbooks for scaling customer success as we grow

Skills

Customer success

Strategic account management

C-suite relationship management

Healthcare industry knowledge

Tools

Salesforce

Tableau

Job description

About Healthleap

Every day, millions of hospitalized patients who need intervention are missed because clinicians simply can't see everything. HealthLeap is building the AI operating system that helps care teams identify these missed patients, enabling them to improve health outcomes and generate millions of dollars. HealthLeap is changing what is possible: closing gaps that traditional workflows and clinician capacity could never.

Over the past year, we've grown contracted revenue more than 13x, expanded rapidly across leading health systems, and now help care teams identify patients across millions of inpatient encounters.

We're ~25 people. >$32M raised. SF-based, hybrid-friendly. And, we're delivering results that are changing lives.

Why this role

The most critical part of building healthcare technology is building partnerships that last: earning the trust of executives, proving value in the language of finance and quality, and turning a successful first deployment into a long-term relationship that keeps growing.

As a Customer Success Director, you own the health and growth of a portfolio of HealthLeap's health system relationships. You'll define how HealthLeap retains, expands, and scales your portfolio of health system partnerships as we expand into a multi-condition platform. You'll work directly with founders, product leadership, and data science, bringing the customer's voice into every critical decision.

What you'll do

• Serve as the primary strategic partner to executives and key decision-makers across a portfolio of health system partners

• Build broad, trusted relationships early, from the C-suite to operational leaders, and deepen them throughout the partnership, not just at renewal

• Own retention and renewal, and partner with our sales team on expansion into new service lines and facilities

• Define success with each partner in clinical, operational, and financial terms, and lead executive business reviews that show progress and set the next step

• Work closely with our clinical and implementation colleagues so they have the sponsorship and organizational alignment they need to drive adoption

• Spot risk early and get ahead of it

• Bring the customer's voice into product, data science, and company decisions

• Help build the playbooks for how customer success at Healthleap scales as we grow

What we're looking for

• Substantial experience (typically 7+ years) in customer success, strategic account management, consulting, or a related role, and a track record of growing complex, senior-level relationships

• Experience working with health systems or other large, complex organizations. Deep healthcare experience is a plus; so is experience bringing new technology into established environments

• Comfort with data: you can read a dashboard, build a business case, and tell the story behind the numbers to CFOs, CIOs, and CMOs

• Strong commercial judgment about retention, expansion, and value

• Thrive with ownership and ambiguity in a fast-moving, early-stage company

• Work well across clinical, technical, and product teams, knowing when to lead and when to enable

• Willing to travel regularly for site visits, business reviews, and key partner milestones