Director, Customer Success - Healthcare Insights (RCI)

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.

Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.

Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.

Join our team as the expert you are now and create your future.

The Director of Customer Success will be responsible for designing, operationalizing, and scaling the Customer Success (CS) model for Huron’s Healthcare Insights portfolio, initially focused on Revenue Cycle Insights (RCI). This role will establish a cohesive, enterprise-ready CS framework that can be extended across adjacent products, including ED Insights, Market Insights, and Consumer Insights.

Key Responsibilities

1. Customer Success Model

• Design and implement a scalable CS model for RCI with clear extension pathways across the broader Insights portfolio
• Define and operationalize a coordinated service structure, including:
  • Base SaaS offerings (self-service model)
  • Managed services (Full SPI or subset of functional offerings)
  • Buy-up / enhancement services (e.g., custom reporting, training, advisory)
• Establish clear service definitions, pricing alignment considerations, and packaging constructs to:
  • Clarify what clients can purchase
  • Prevent revenue cannibalization across service lines
  • Enable repeatable and scalable offerings
• Define:
  • Roles and career paths within CS
  • Talent requirements aligned to SaaS, managed services, and hybrid models
• Build, lead, and develop a high-performing CS Insights program with a culture of:
  • Exceptional Client Service
  • Accountability and Reliability
  • Excellence in Execution and Delivering Value

2. Engagement Health Program Leadership -

• Own and mature the Engagement Health program as the central mechanism for monitoring and improving client outcomes
• Define:
  • Engagement health scoring and measurement framework
  • Risk identification and escalation protocols
  • Governance cadence and executive reporting standards
• Leverage engagement health insights to drive:
  • Retention strategies
  • Expansion opportunities (including buy-up services)
  • Client feedback loop on product and pipeline
• Build on existing engagement health practices while scaling to support a growing Insights client base

3. Account Management Function

• Establish and scale a formal account management capability across Insights products.
• Establish standardized handoffs, roles, and accountability models across:
  • SaaS-only clients (e.g., Lurie model)
  • Managed service clients (SPI)
  • Hybrid / custom engagements (e.g., Wellstar-type offerings)
• Ensure strong client relationships at executive and operational levels, with clear ownership of satisfaction, retention, and expansion.

5. Lifecycle & Client Experience Design

• Define the end-to-end customer lifecycle model, including:
  • Initial onboarding and transition from implementation
  • Ongoing governance and adoption
  • Expansion and renewal
• Ensure alignment between:
  • Product capabilities
  • Delivery models
  • Customer expectations (especially in SaaS vs managed service contexts)
• Drive continuous improvement based on client feedback, engagement health signals, and product limitations (e.g., usability, reporting flexibility)

6. Cross-Portfolio Strategy & Platform Integration

• Support the broader vision of a unified Healthcare Insights platform
• Ensure