Director, Client Success
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Job Description
Director leading client success, renewals, and AI optimization for HST Pathways’ healthcare SaaS platform. Managing teams and improving adoption, retention, and operational performance.
Responsibilities:
- Drive strategy, execution, management, and leadership to grow and increase adoption of HST Pathways’ healthcare software
- Boost renewals and generate strategic insights that improve product value
- Champion AI and operational optimization across the client lifecycle
- Define and own the Client Success AI strategy and roadmap across onboarding, adoption, health monitoring, renewals, expansion, and support
- Evaluate, pilot, and operationalize AI-powered tools and workflows
- Develop predictive health scoring, churn-risk early-warning signals, and expansion indicators across Gainsight, Salesforce, and other client data sources
- Optimize workflows, hand-offs, coverage models, and team capacity
- Build repeatable experimentation processes and measure results
- Train and coach the team on AI tools, best practices, guardrails, and playbooks
- Partner with Product, Technology, Security, and Compliance on responsible AI and healthcare data privacy
- Measure and report AI and optimization ROI to the Executive Leadership Team
- Oversee operational excellence and profitability for the entire customer base, including Top 18 Corporate customers and Small and Mid-Market accounts
- Manage Corporate Client Managers, a Manager of Client Success, and Client Success Managers
- Serve as an escalation point for surgery center and partner needs
- Lead corporate client strategy, meeting cadences, process improvement, and alignment with Growth, Product, and Client Services
- Track and drive OKRs and KPIs, including CSQLs, NPS, NRR, GRR, product expansion, adoption, retention, renewals, and team efficiency
- Provide the voice of the customer to internal stakeholders
- Report retention, expansion, and business operations workstreams to the Executive Leadership Team and Board of Directors
- Host internal meetings to drive escalation and process improvement
- Drive adoption, expansion, 90%+ retention, and advocacy across small and mid-market customers
- Oversee Gainsight and the broader Client Success technology stack
- Coach team members, conduct 1:1s and performance reviews, manage PIPs and personnel issues, and approve PTO and leave requests
- Champion company-wide initiatives and foster a cohesive team culture
Requirements:
- Bachelor’s degree required
- Management experience required, including leading managers and multi-team organizations
- Prior experience in data and financial analysis and client account management required
- Hands-on experience applying AI, automation, or advanced analytics to improve customer success, support, or operational outcomes, with a track record of taking pilots to scaled, measurable results
- Working knowledge of modern AI tools and concepts, including large language models, AI assistants, and workflow automation
- Sound judgment on responsible AI use, data privacy, and security
- Demonstrated process optimization and change management experience
- Sales and business development background required
- Ability to communicate, present and influence at all levels of an organization, including Executive and C-level
- Expertise managing client relationships for complex products, including customer success, onboarding, and account management experience, preferably at a technology company
- Technical aptitude and ability to understand customer needs and provide vision for how HST solves customer problems
- Cross-functional experience communicating and managing relationships with internal technical and commercial stakeholders
- Experience leading or partnering with adjacent client-facing functions such as onboarding, training and education, support, or professional services is preferred
- Comfortable with ambiguity and organizational change, with demonstrated ability to take on expanded scope as the business grows
- Working knowledge of surgery center and healthcare industry preferred
- General familiarity with cloud-based applications and technologies is a plus
Benefits:
- Remote work environment
- Health benefits paid for employee
- Flexible Paid Time Off Policy
- 11 company holidays per year
- Paid parental leave
- 401K with matching contributions
- Learning and development allowance
- A diverse, inclusive, and fun team
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