Client Success Director

Job Title: Client Success Director

Department: Client Success

Reports To: Chief Executive Officer

FLSA Classification: Exempt

Revision Date: May 2024

Position Overview

We're seeking an experienced Client Success Director to help build and scale our client success and operations functions. The ideal candidate possesses a combination of leadership skills, strategic thinking, operational expertise, and a customer-centric mindset. At ICANotes, we take pride in delivering the highest level of customer satisfaction, ensuring that every interaction reflects our commitment to exceeding expectations and building lasting relationships. This role will be an integral part of our organization.

Company Culture:

We believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders, while fostering a culture of trust, respect, and accountability among team members.

Responsibilities:

• Oversee and manage the Support and Client Success teams; including team specific metrics and objectives
• Regularly gather and analyze customer feedback, working closely with the VP of Product to communicate the voice of the customer and influence product development
• Collaborate with the product leadership to align client operation strategies with product roadmaps, ensuring client needs are effectively addressed in product development
• Monitor client utilization metrics to gain insights into customer behavior and product usage, enabling targeted outreach and strategy development in collaboration with Sales, Marketing, and Product departments
• Refine and monitor key performance indicators (KPIs) to measure the success of client initiatives; own retention and churn metrics
• Serve as the escalation point for client inquiries from Account Managers and the Support team
• Oversee the development and implementation of initiatives to enhance the overall client experience; monitor and analyze client feedback and metrics to identify areas for improvement
• Manage and oversee the client migration effort from the Classic to Plus product offering
• Ensure the team receives appropriate tools, training, and support to apply skills and knowledge to effectively resolve client issues
• Conduct performance reviews to evaluate productivity and improve workflow
• Minimal travel may be required (2-4x annually)

Qualifications:

• Bachelor's degree required
• At least 5 years experience building and scaling client success and customer operations functions
• Experience managing complex customer relationships and retention strategies
• At least 5 years in a people management role; preferably managerial development

Preferred Skills:

• Healthcare or EHR experience preferred; SaaS experience required
• Management/coaching abilities
• Good communication skills, both written and oral
• Good time management and organizational skills
• Proficient in Microsoft Office and Google applications

Benefits for full time domestic employees:

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company) and long-term disability
• 401(k) and employer-matched retirement plan
• Paid time off that includes 8 sick leave days per year (80 hour annual rollover), 6 personal days per year (can rollover all), and 12 vacation days per year (can rollover all)

Position fully remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WASalary Range: $120-$160k

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.This role requires occasional hours during evenings and weekends to resolve customer inquiries.