Director of Customer Success — Remote

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

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