The Customer Success Director is responsible for implementing our Cloud for Healthcare, our market-leading patient education and engagement solution. They will be proficient in understanding how to drive change management and the adoption of new technology in healthcare workflow. They will bring IT and clinical leadership together at major health systems and health plans to implement this new, modern solution across the patient journey. They will roll up their sleeves to complete major tasks and bring teams together to facilitate cross-functional decision-making.
This individual will excel at clear written communication and have strong organizational skills while bringing a strong understanding of healthcare to deploy our service in multiple clinical service lines, most likely in an Epic EHR environment. They will craft the right level of project plan with support from other team members and manage the client to the plan to get the solution deployed.
The person in this role must thrive in uncertainty while having the courage of their convictions to advocate for the optimal deployment of our tools, often to C-suite executives at our customers. They will be able to write concise memos to a CIO, CNO, CNIO, CMIO, Chief Digital Officer, etc., explaining why implementing us in our recommended approach is beneficial. Modernizing workflows in healthcare is tough, and you must be willing to "go long" and not get frustrated or give up.
This role will directly engage with the founders and our technical and studio leadership. It requires a strategic, organized professional with demonstrated experience in project management tools (preferably Asana and Google Workspace) and strong communication and influencing skills for building relationships with senior executives, including through PowerPoint presentations. Candidates with experience in IT solution delivery in hospital or plan settings will have a distinct advantage. Candidate must have a deep Epic understanding.
Key Responsibilities
- Client Relationship and Project Management
- Serve as the primary point of contact for assigned healthcare accounts, establishing strong, trusted relationships with senior stakeholders to ensure client satisfaction and long-term retention. You must know how to keep the founders and executives involved at the right moments and support and conduct quarterly business reviews.
- Lead end-to-end project management for each client engagement, using tools like Asana and Google Workspace to organize activities, track progress, and meet deadlines efficiently. Work collaboratively with the Content and Product teams to ensure our solution is configured correctly.
- Proactively identify client needs, provide insights on best practices, and guide them through the product offerings to achieve optimal usage and value.
- Strategic Account Development and Influence
- Develop and execute comprehensive account strategies to ensure clients meet and exceed success metrics, including patient engagement rates and satisfaction scores.
- Cultivate strong relationships with senior executives and key decision-makers, using influencing skills to communicate the value of the solutions and promote their adoption across organizations.
- Epic Integration and Product Optimization
- Lead initiatives that support the seamless integration of the solutions with clients' existing Epic workflows.
- Leverage our existing technical documentation to act as a subject matter expert on EHR integrations, helping clients navigate the technical aspects of the solutions as they integrate with Epic and provide training to ensure consistent adoption and ease of use.
- Performance Measurement, Reporting, and Documentation
- Use project management tools to track client success metrics, including engagement rates, satisfaction scores, and operational impact, ensuring alignment with organizational and client-specific goals.
- Conduct data-driven analyses and present findings to clients and the leadership, showcasing the effectiveness and ROI of the solutions and providing clear documentation of project milestones and outcomes.
Qualifications
Education. A master's degree in public health (MPH) or healthcare policy (MPP or MA) in or an equivalent field is highly preferred. However, candidates with comparable experience in tech or health informatics will also be considered.
Experience
Minimum of 5-7 years of experience in customer success, account management, or client-facing roles within the healthcare industry, with a strong understanding of healthcare operations and patient engagement.
- Demonstrated experience with the Epic electronic health record system
- Proven ability to successfully lead and manage projects.
Technical And Project Management Skills
- Strong project management skills with a proven ability to prioritize tasks, manage timelines, and lead complex client engagements effectively.
- Proficiency in using Asana, Google Workspace, and other tools to streamline project workflows and track client success metrics.
Influencing And Leadership Skills
- Strong influencing and interpersonal skills, with a talent for building trust and credibility with senior executives and decision-makers.
- Excellent written and verbal communication abilities for clear and effective presentation of insights, findings, and recommendations.
Preferred Attributes
- Ability to balance strategic client needs with the business objectives, managing multiple complex accounts independently.
- Located in the DC area or California to facilitate collaboration with local clients and the leadership, though remote work arrangements may be considered for highly qualified candidates.
- Passion for healthcare innovation and a commitment to improving patient care through technology-driven solutions.
Benefits
- Competitive salary and comprehensive benefits package, including health, dental, and vision insurance.
- Opportunity to work in a mission-driven, high-growth company dedicated to transforming patient experience.
