Director of Customer Success
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Job Description
Director of Customer Success leading strategic accounts and customer success teams for Navina’s AI-powered digital health SaaS. Driving implementations, retention, adoption, and product value across U.S. healthcare organizations.
Responsibilities:
- Build and maintain relationships with strategic accounts, from clinicians up to C-level executives and decision-makers after signing an agreement
- Work closely with clients and external and internal stakeholders to drive successful implementation and demonstrate product value
- Serve as the voice of clients and internal focal point for client needs
- Own client communications and account operations; set up, facilitate, and lead personal, group, face-to-face, and virtual meetings with users, clients, and decision-makers
- Lead a team of customer success managers, providing coaching and mentoring to foster high service and performance
- Track, monitor, and manage accounts and client KPIs in HubSpot CRM, including usage, engagement, upsell, and retention
- Participate in product cycles, roadmap planning, and execution
- Work closely with Product, R&D, and Medical teams
Requirements:
- 5+ years of successful experience in managing Large & strategic accounts for Digital health companies (at least two different companies) with users, C-level executives, and/or decision-makers
- 3+ years of experience in managerial positions
- Project management experience, including managing Customers' Onboarding process, owning and managing all aspects of clients from activities from Close-Won to Go-Live and product Value
- Experience in managing customers' renewal process, with a high retention rate track record
- Experience deploying population health solutions in value-based care provider organizations
- Ability to work independently as well as part of a team in a fast-paced environment
- Strong communication and storytelling skills
- The position requires 50% travel based on business needs
- Technical background - Advantage
- Experience in sales - Advantage
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