Director of Customer Success

HealthSnap (healthsnap.io) empowers patients and their physicians to improve health outcomes using an innovative platform for modern, proactive patient care.  We help healthcare organizations easily manage chronic conditions remotely, and deliver personalized patient experiences when it's needed most.

Be part of an organization built on teamwork, innovation, mutual respect, and equity for all. We believe in the power of prevention over treatment, after our co-founders experienced how modern healthcare failed their loved ones, they knew there had to be a better way. We believe that every patient deserves to receive the right care, at the right time, and in the right location - regardless of their condition or status. 

We lead with empathy above all else, and place the patient at the center of everything we do. Working at HealthSnap means being part of a family and a team where if you win, we all win, no matter how big or small the accomplishment. We take ownership - and lead with empathy - and expect each employee to recognize that real patients rely on HealthSnap every day.

Position Overview

HealthSnap is seeking a dynamic and experienced Director of Customer Success to lead and grow our Customer Success team. This is a critical leadership role that will be responsible for driving customer retention, satisfaction, and overall success through building a high-performing Customer Success (CS) team. The Director of Customer Success will report directly to the VP of Operations and will oversee all CS operations, including hiring, mentoring, and managing a team of Customer Success Managers.

Key Responsibilities

• Team Leadership: Build, hire, and manage a team of Customer Success professionals. Provide coaching, mentoring, and professional development to ensure high performance and continuous improvement.
• Client Retention & Satisfaction: Develop strategies to optimize client retention and satisfaction. Ensure the CS team is addressing client needs effectively and delivering exceptional service.
• KPI Management: Establish, monitor, and report on internal and external Key Performance Indicators (KPIs) related to customer retention, satisfaction, and overall team performance.
• Cross-functional Collaboration: Work closely with the Sales, Product, and Operations teams to align strategies that drive customer success and foster a collaborative approach to client satisfaction.
• Client Engagement: Cultivate and maintain relationships with key clients, addressing customer escalations as needed and collaborating directly with clients when appropriate. Serve as a primary point of contact for C-suite executives both internally and externally.
• Operational Oversight: Oversee the day-to-day operations of the Customer Success department, ensuring that systems, processes, and tools are effectively supporting the team’s efforts.
• Strategic Planning: Contribute to the long-term vision for customer success and client retention, aligning strategies with the broader goals of the company.
• Performance Reporting: Report on department performance to the VP of Operations and other executive leadership, ensuring alignment with company goals.

Required Qualifications

• Healthcare Systems Experience: 5+ years of proven experience working with healthcare systems and an understanding of the unique challenges and opportunities within the healthcare industry.
• Customer Success Expertise: 10+ years of experience in a Customer Success role, with a strong track record of driving client retention and satisfaction.
• Management Experience: 5+ years of management experience, including leading and mentoring teams within a customer success or similar environment.
• Leadership & Team Development: Experience in hiring, developing, and managing a high-performing team, with a focus on creating a positive team culture.
• Client Relationship Management: Comfortable managing relationships with C-suite executives and handling high-level client interactions. Ability to step in and assist with client needs as necessar