Director, Customer Success

As a Director of Customer Success at Greenway Health, you will lead a team of Customer Success Managers and/or Customer Success Specialists to support the post-sale needs of an assigned book of business. With joint focus on growing and developing a best-in-class team and achieving business goals, you will serve as a leader within the Customer Success organization. You will ensure teams provide excellent customer experience, aligned with company values and established metrics, while continuing to evolve and optimize procedures. In addition to managing day-to-day operations of the team, you will serve as a cross-functional leader to execute on strategic initiatives and act as the voice of the customer with internal partners (including sales, legal, finance, product).

Essential Duties & Responsibilities

• Manage day-to-day operations of your team / assigned book of business, delivering excellent customer experience, and achieving business goals.
• Actively monitor and forecast team performance metrics, including healthscores, renewals (GRR/NRR), and expansion opportunities (CSQL).
• Develop and deliver executive-level presentations both internally and externally.
• Serve as an escalation point for your team, handling customer issues that need management involvement, and providing guidance for non-standard situations.
• Monitor customer satisfaction metrics and implement strategies to foster positive sentiment, enhance overall customer experience, and drive retention. Iterate playbooks appropriately.
• Oversee the contract renewal process for your book of business, following internal processes and ensuring on time renewals align with commercial goals for the business. Collaborate with sales on CSQL to optimize upsell and cross-sell achievement.
• Own and iterate standard operating procedures, provide training and supporting documentation to the team, ensure execution of client experience expectations.
• Provide individualized coaching and development plans for each Customer Success Manager and/or Specialist on your team. Ensure alignment with performance standards, and recommend participation in stretch assignments that support growth goals.
• Deliver strong performance management, following HR processes and procedures for appropriate action (including promotions, transfers, and terminations).
• Advocate for the customer, sharing aggregate customer feedback, pain points, and themes with cross-functional colleagues within Greenway Health (including sales, product development, professional services, finance, and support).
• Stay informed about industry trends, competitor activities, and best practices to provide strategic insights and recommendations to clients.
  
  

Education And Experience

• Bachelor’s degree in business administration, marketing, or a related field.
• Proven experience in client-facing roles, with a focus on client success, account management, or sales.
• People manager / leadership experience, with strong performance management skills.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients and internal colleague.
• Strong problem-solving abilities and a proactive approach to addressing complex issues.
• Ability to work effectively in a fast-paced environment and manage multiple priorities simultaneously.
• Familiarity with CRM software and other client management tools.
• A passion for delivering exceptional client service and driving positive outcomes for clients.
• Previous experience in healthcare information technology is a plus
  
  

Skills, Knowledge, And Abilities

• Keen understanding of the ambulatory care space
• Strong healthcare information technology industry, regulatory, and product knowledge
• Commitment to continuous education
• Proven negotiation and presentation skills
• Excellent listening and communication skills
• Change agent across verticals, being agile in an ever-changing industry.
• Help facilitate and adopt change internally and externally.
• Ability to prioritize and manage multiple high priority projects simultaneously.
• Strong delegation skills (internal and external)
• Accountability driver (internal and external)
• Adapt to modernization of tools to communicate with clients.
• High EQ
• Ability to identify upsell/cross-sell opportunities.
• Ability to travel as required
  
  

Work Environment/Physical Demands

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the work day
• This role requires that one can sit and regularly type on a keyboard the majority of their workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as, in-coming and out-going communications via the computer and/ or mobile devices
• The role necessitates the ability to listen and speak clearly to clients and other associates
• Travel as required
  
  

Here’s what we can offer you in exchange for your amazing work:

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k)
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts
  
  

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.

If you are a Colorado resident, please email us at [email protected] to receive compensation and benefits information for this role. Please include the Job ID in the subject line of the email.