Director, Customer Success

HealthStream; Nashville (TN); On-site; USD 101,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental and Vision insurance

Paid Time Off

401k and Roth

Health Savings Account

Life Insurance

Fitness Reimbursement

Job summary

HealthStream is seeking a Director of Customer Success to design and lead a customer engagement model across our SaaS portfolio. You will drive satisfaction, retention, and growth by building cross-functional teams and scalable processes, without a dedicated reporting team, leveraging dashboards and health metrics.

You will mentor teams, shape strategies, manage renewal processes, and collaborate with Sales, Onboarding, Training, Product, Development, and Support to accelerate time to adoption

Qualifications

• 5-7 years in a customer success leadership role.
• Experience in the full customer life cycle – Sales, Training, Onboarding, Ongoing Customer Support and Success.
• Knowledge of HealthCare SaaS Development, QA and Product Management.
• Proven results in a customer success leadership role.

Responsibilities

• Shape the vision and direction of our customer engagement model with CE Management leadership to achieve optimal NPR scores and a successful renewal process.
• Develop, analyze, and communicate customer health metrics to proactively address churn risk, utilization, and customer satisfaction.
• Execute on a defined customer success strategy and quantify results using reports and dashboards.
• Design processes with cross functional teams such as Sales, Onboarding, Training, Product Management, Development and Customer Support to optimize time to adoption, identify upsell opportunities, and to improve customer experience throughout the customer life-cycle.
• Gain an expert understanding of our customers and their needs in order to recommend effective strategies to improve overall customer experience.

Skills

Customer success leadership

Full customer life cycle

Healthcare SaaS

Data analysis

CRM familiarity

Presentation skills

Tools

Microsoft Office

CRM

Success management tools

Job description

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter.

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive.

Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care. As a HealthStreamer, you will be at the forefront of healthcare technology innovation, making a recurring impact on the industry.

We’re proud of our values-forward culture that offers our people:

• Mission-oriented work
• Diverse and inclusive culture
• Competitive Compensation & Bonuses
• Comprehensive Insurance Plans
• Mental and Physical Health Support
• Work-from-home flexibility
• Fitness Center Reimbursements
• Streaming Good time off for volunteering
• Wellness workshops
• Buddy Program for new HealthStreamers
• Collaborative work environment
• Career growth opportunities
• Continuous learning opportunities
• Inspiring workspaces to collaborate and connect with other HealthStreamers
• Free employee parking at our Resource Centers in Nashville and San Diego

At HealthStream, our thriving culture encourages collaboration and values contributions, allowing our team members to continuously solve big problems and grow. We offer flexibility and paid time off to support work-life integration for all employees, including a hybrid work environment and Streaming Good volunteer day. For team members in commutable distance, HealthStream has Resource Centers in Nashville, TN and San Diego, CA. Our resource centers provide an inspiring workspace to collaborate and recharge as well as company-sponsored onsite social events for development, connection, and celebration.

We are committed to driving innovation in healthcare and ensuring that patients receive competent care from qualified professionals. As a HealthStream team member, you will help bring this vision to life. If you want to work for a company committed to its values and vision, HealthStream is the place for you!

HealthStream is an equal opportunity employer. HealthStream prohibits employment practices that discriminate against individual employees or groups of employees on the basis of age, color, disability, national origin, race, religion, sex, sexual orientation, pregnancy, veteran or military status, genetic information or any other category deemed protected by state and/or federal law.

Position Information

Position Overview

The Director, Customer Success will design a customer engagement model that delivers the intended outcomes for our customers and business. You will ensure customers derive maximum value and utilization from our various SaaS solutions with a focus on optimizing customer satisfaction, retention, and growth. In this role, you will be challenged to accomplish this without a reporting team, but through shaping and implementing operational processes, building strong cross-functional teams relationships, and mentoring these teams to adopt methods of improving customer experience.

You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.

Key Responsibilities

• Shape the vision and direction of our customer engagement model with CE Management leadership to achieve optimal NPR scores and a successful renewal process.
• Develop, analyze, and communicate customer health metrics to proactively address churn risk, utilization, and customer satisfaction.
• Execute on a defined customer success strategy and quantify results using reports and dashboards.
• Design processes with cross functional teams such as Sales, Onboarding, Training, Product Management, Development and Customer Support to optimize time to adoption, identify upsell opportunities, and to improve customer experience throughout the customer life-cycle.
• Gain an expert understanding of our customers and their needs in order to recommend effective strategies to improve overall customer experience.
• Participate in customer meetings and establish executive level relationships.
• Maintain a deep understanding of our solutions, ensuring customers are receiving expert guidance on their journey to adoption.
• Serve as the voice of the customer while utilizing effective business and sales strategies
• Work closely with CE Management and HealthSteam Customer Success leadership on mutual plans to achieve expected customer and business outcomes.
• Collaborates with leadership and to define quarterly PIP goals, works with goal members to remove any barriers to successful completion, and processes goals in the HealthStream PIP system.
• If necessary, collaborates with department leadership and HR to make recommendations on hiring and other personnel actions for Success Management teams.

Qualifications

Requirements

• 5-7 years in a customer success leadership role
• Experience in the full customer life cycle – Sales, Training, Onboarding, Ongoing Customer Support and Success
• Knowledge of HealthCare SaaS Development, QA and Product Management
• Proven results in a customer success leadership role

Qualifications

• Excellent communication and interpersonal skills
• Above average presentation skills
• Advanced problem analysis and problem-solving skills
• Renewals forecasting
• Customer risk mitigation
• Data analysis and interpretation
• Microsoft office, CRM, success management tools
• Proven ability to influence and drive change across all levels of the organization.
• Ability to thrive in a self-directed environment, working collaboratively with cross-functional teams.
• Ability to develop a highly effective team.
• Ability to prioritize, multi-task, and analyze data to achieve an outcome.
• Travel up to 10% to customer sites and/or Nashville headquarters.

Compensation

• The salary range for this position is $101,100 - $130,000. Salary will be determined by the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including:

• Medical, Dental and Vision insurance
• Paid Time Off
• Parental Leave
• 401k and Roth
• Flexible Spending Account
• Health Savings Account
• Life Insurance
• Short- and Long-Term Disability
• Medical Bridge Insurance
• Critical Illness Insurance
• Accident Insurance
• Identity Protection
• Legal Protection
• Pet Insurance
• Employee Assistance Program
• Fitness Reimbursement

Are you passionate about enhancing healthcare outcomes and empowering healthcare professionals? Join the HealthStream team and become a HealthStreamer! Together, we can make a difference in the world of healthcare.

Recruitment Fraud Notice

HealthStream is committed to protecting job seekers from recruitment fraud. All legitimate communications from HealthStream’s Talent Acquisition team will come from an official HealthStream email address. HealthStream will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information outside of our secure hiring and onboarding process. If you receive a suspicious message claiming to be from HealthStream, please proceed with caution and report it to the appropriate authorities.

Req #49043