Client Success Director – Perioperative Care Coordination
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Job Description
Client Success Director leveraging expertise in provider-side strategy to ensure success of Perioperative and PCC client portfolio with a mission-driven team.
Responsibilities:
- Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs)
- Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets.
- Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships.
- Own overall strategic health and success of the PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes
- Develop and execute account-level strategies that secure high-value client outcomes and maximize realization of Qventus solution's ROI.
- Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements.
- Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders understand the value of the AI platform.
- Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases.
- Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts.
- Collaborate closely with internal teams to translate client needs into product improvements and ensure successful solution deployment.
Requirements:
- 7+ years of experience in Strategic Account Management, Consulting, or Client Success for an enterprise healthcare SaaS or technology company
- 3+ years of experience directly managing and leading a client-facing or consulting team
- Proven ability to manage a significant book of business and achieve high net retention and expansion targets.
- Deep domain knowledge of healthcare operations, specifically in Perioperative Services and/or Patient Flow/Care Coordination.
- Expert-level ability to navigate and manage complex health system structures, politics, and decision-making processes.
- Demonstrated experience in competitive selling or positioning against EMR vendors and articulating unique value of a purpose-built SaaS solution.
- Exceptional communication and presentation skills, with ability to convey complex technical and operational information to executive audiences.
Benefits:
- Open Paid Time Off
- paid parental leave
- professional development
- wellness and technology stipends
- generous employee referral bonus
- employee stock option awards
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