Director, Customer Success
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Job Description
Director driving customer retention and satisfaction at Inovalon through data-driven solutions and team leadership. Leading Client Success team to optimize customer journeys and achieve measurable outcomes.
Responsibilities:
- Lead, coach, and develop a team of Client Success Managers (CSMs) and Account Managers (AMs) to deliver exceptional customer experiences and outcomes.
- Serve as executive sponsor for strategic customers; build and maintain strong, outcome-focused relationships with senior customer stakeholders.
- Develop and execute strategic account plans including current state, future state, timelines, and actions to drive adoption, outcomes, renewals, and expansion.
- Lead quarterly and executive business reviews that clearly communicate value delivered and drive renewal and expansion.
- Act as the voice of the customer across Inovalon, influencing product, support, and services strategies.
- Own key results including customer retention, product adoption, expansion, NPS/CSAT, KLAS scores, customer health, and advocacy.
- Partner with Sales and Product to identify and pursue renewal, upsell, and cross-sell opportunities.
- Ensure the team uses value-based engagement models tied to customer outcomes and ROI.
- Proactively anticipate customer needs, identify risks, and drive action plans that ensure achievement of customer goals.
- Design and implement scalable processes, playbooks, and operating models to support growth and consistency across the customer lifecycle.
- Standardize onboarding, training, adoption, support, and QBR touchpoints to ensure a consistent and repeatable experience.
- Establish data-driven performance metrics, dashboards, and scorecards to manage portfolio health and team effectiveness.
- Identify opportunities to apply AI and automation to increase efficiency, personalization, and proactive customer support (e.g., AI-generated insights, smart alerts, CS workflow automation, AI-assisted playbooks).
- Oversee the evaluation, implementation, and governance of AI-enabled tools within the Customer Success function to ensure responsible and effective usage.
- Enable CSMs to leverage AI in daily workflows for customer insights, meeting preparation, follow-ups, and value delivery.
- Define and execute the technology strategy for Customer Success, leveraging platforms such as Gainsight CS & PX, Totango, ServiceNow, Salesforce, and AI-enhanced solutions.
- Implement automation and digital engagement programs to improve scalability (e.g., alerts, lifecycle campaigns, renewal playbooks, digital/tech-touch programs).
- Use analytics, AI-driven insights, and customer data to proactively identify risk, inform engagement, and measure customer value.
- Partner with Sales Operations, Engineering, and Product to integrate systems and data for unified customer visibility (use, tickets, adoption, outcomes).
Requirements:
- 12+ years of experience, including 8+ years in customer relationship or account management roles, preferably in healthcare technology.
- Minimum of 6 years’ experience leading high-performing teams in dynamic, fast-paced, and highly matrixed environments, with a proven ability to drive cross-functional alignment, deliver results under pressure, and navigate organizational complexity
- Demonstrated success managing large volume of small customers and complex, enterprise customer partnerships and leading renewal and expansion negotiations.
- Strong communication, executive presence, and customer-facing skills, including the ability to clearly convey product value and outcomes.
- Proven ability to build scalable processes, drive operational excellence, and leverage technology to enhance the customer experience.
- Experience applying AI, automation, or digital engagement tools to scale Customer Success or customer-facing operations.
- Strong problem-solving skills, attention to detail, and the ability to manage expectations across diverse stakeholders.
- Bachelor's degree or equivalent experience required.
Benefits:
- health insurance
- life insurance
- company-paid disability
- 401k
- 18+ days of paid time off
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