Director of Customer Success

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 is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time to giving better care to their patients.

Navina has been named one of the Top 100 AI companies globally by CB Insights and was awarded Best in KLAS for Clinician Digital Solutions in 2025. Navina’s partners include industry-leading value-based organizations, Privia Health and Agilon.

We are looking for a Director of Customer Success to support and expand our growing business activities. You will manage a Customer Success team and will be responsible for driving outcomes at the most strategic level within your team accounts and implementing a broad strategy for earning customer acceptance across the organization.

You will be working closely with our Product, Implementation and Support, and Medical teams.

Responsibilities:

• Build and maintain relationships with clinicians up to C-level executives and decision-makers after signing an agreement
• Work closely with our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value
• Be the voice of the clients and the internal focal point to advocate client needs
• Own client communications and account operation: Set up, facilitate, and lead F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities
• Track, monitor, and manage accounts with specific KPIs clients on the CRM system, in addition to clients KPIs (Usage, engagement, upsell and retention, and client health)
• Take part in product cycles, roadmap planning, and execution

Requirements:

• 5+ years of successful experience in managing mid to large-sized health system accounts for Digital health companies (at least two different companies) with users, C-level executives, and/or decision-makers OR 5+ years successful management experience in mid to large-sized health systems participating in value-based care arrangements- a must!
• 3+ years of experience in managerial positions - a must!
• Experience with EPIC EMR - a must!
• Project management expertise, including navigation of complex, multi-stakeholder and multi-team execution within health system organizations
• Experience in managing customers' renewal process, with a high retention rate track record
• Experience deploying population health solutions in health systems, including change management, stakeholder management, and high acuity on navigating highly political and challenging organizational hierarchies
• Expert relationship management and expectation setting skills
• Ability to work independently as well as part of a team in a fast-paced environment
• Strong communication and storytelling skills
• The position requires up to 50% travel based on business needs
• Experience in sales - advantage
• Experience in both health system and digital health companies- advantage