Director, Customer Success — Digital Health Leadership

Navina; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Navina in New York is seeking a Director of Customer Success to lead a team and drive outcomes at strategic levels within client accounts. You will partner with Product, Implementation and Support, and Medical teams to demonstrate product value, oversee renewals, and shape the customer journey.

The role requires extensive experience with health systems, EPIC EMR, and a proven track record in managing large accounts, with travel up to 50%.

Qualifications

• 5+ years managing mid to large-sized health system accounts with users, C-level executives, and/or decision-makers.
• 3+ years in managerial positions.
• Experience with EPIC EMR.
• Project management across complex, multi-stakeholder health-system environments.
• Experience renewing contracts with a high retention rate.
• Experience deploying population health solutions in health systems, with change and stakeholder management.
• Strong relationship management and expectation setting skills.
• Able to work independently and in a fast-paced environment.
• Willingness to travel up to 50%.
• Sales experience and/or digital health background is advantageous.

Responsibilities

• Build and maintain relationships with clinicians up to C-level executives and decision-makers after signing an agreement
• Work closely with clients and external/internal stakeholders to drive successful implementation and demonstrate product value
• Be the voice of the clients and the internal focal point to advocate client needs
• Own client communications and account operations: set up, facilitate, and lead meetings with users, clients, and decision-makers to increase engagement and explore product opportunities
• Track, monitor, and manage accounts with KPIs on the CRM system, plus client KPIs (usage, engagement, upsell, retention, health)
• Take part in product cycles, roadmap planning, and execution

Skills

Account management

Management experience

EPIC EMR

Project management

Population health

Stakeholder management

Communication

Storytelling

Sales

Health systems

Job description

Navina in New York is seeking a Director of Customer Success to lead a team and drive outcomes at strategic levels within client accounts. You will partner with Product, Implementation and Support, and Medical teams to demonstrate product value, oversee renewals, and shape the customer journey.

The role requires extensive experience with health systems, EPIC EMR, and a proven track record in managing large accounts, with travel up to 50%.