Director of Client Success

Client Summary:

• Healthcare technology company helping health systems deliver a seamless, unified digital experience for patients across the full care journey
• Provides a mobile experience platform that consolidates patient-facing tools including scheduling, provider search, portal access, and bill pay into a single branded app
• Features patented indoor and outdoor wayfinding technology that guides patients, visitors, and staff turn-by-turn from home to point of care
• Integrates with existing health system infrastructure including Epic and other enterprise platforms with flexible deployment options
• Positioned in the growing digital patient experience and healthcare navigation market with a focus on simplicity, customization, and measurable engagement outcomes

Position Responsibilities:

• Own a dedicated book of health system accounts as the primary relationship manager; serve as the day-to-day point of contact and long-term strategic partner for each client
• Drive renewals and maintain high customer satisfaction scores across your portfolio; proactively identify and address risks before they become issues
• Identify and develop upsell and cross-sell opportunities within existing accounts, including expansion to new hospital buildings, campuses, and product offerings; earn commission on growth generated within your book
• Partner closely with health system stakeholders across patient experience, IT, marketing, and clinical operations to ensure this company is deeply integrated into their workflows and delivering measurable value
• Support Epic and MyChart integrations within client accounts; serve as a knowledgeable resource on deployment and capabilities
• Collaborate with the VP of Client Success, fractional CRO, and internal product and implementation teams to deliver a consistently excellent client experience
• Contribute to the development of client success best practices, playbooks, and processes as the team grows

Experience & Skills:
Required Experience and Qualifications:

• Demonstrated experience in a senior customer success, account management, or client success role managing a portfolio of health system or hospital clients
• Background in patient engagement, patient CRM, or clinical workflow operations is strongly preferred; health system or hospital-side experience is highly relevant
• Familiarity with Epic and MyChart; experience working within or alongside the Epic ecosystem is a meaningful differentiator
• Proven ability to drive renewals, identify expansion opportunities, and grow an existing book of business through strong relationship management and consultative engagement
• Strong communicator and relationship builder; comfortable engaging with hospital executives, IT leaders, patient experience teams, and clinical operations stakeholders
• Self-directed and organized; able to manage a complex portfolio of accounts with multiple active workstreams simultaneously

Preferred Experience and Qualifications:

• Background in or familiarity with maternal health, women's health, or related specialties is a plus

Compensation $150k-$170k, Health Insurance, 401k, Paid Vacation