Insight Global is looking for a passionate and results-driven Director of Customer Success to lead a customer success team and drive customer satisfaction and retention goals within the healthcare technology space. In this pivotal role, this person will be responsible for overseeing customer onboarding, training, support, and renewal strategies, as well as cultivating strong relationships with clients.
The ideal candidate will be an advocate for customers, ensuring that their needs are met while also aligning with company objectives. They will play a key role in developing the customer success strategy, identifying opportunities for expansion, and facilitating communication across departments to deliver an exceptional client experience.
KEY RESPONSIBILITIES:
-Lead the Customer Success team in developing and executing strategies to drive customer satisfaction, retention, and expansion.
-Oversee the onboarding process to ensure a smooth transition and implementation for new customers.
-Develop and maintain strong relationships with key clients, acting as the main point of contact for their needs and concerns.
-Monitor customer health metrics and utilize data to inform actions and strategies.
-Collaborate cross-functionally with Sales, Marketing, and Product teams to align on customer goals and feedback.
-Manage renewals and upselling processes to maximize account growth and profitability.
-Develop and deliver training programs and resources to empower clients and drive product utilization.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
-Bachelor's Degree in a related field; Master's Degree preferred.
-10+ years of experience in customer success, account management, or related roles in the home healthcare/hospice technology industry.
-Demonstrated experience managing customer success teams to achieve high levels of customer satisfaction.
-Strong understanding of customer success metrics and methodologies.
-Exceptional communication and interpersonal skills, with a proven ability to build relationships with clients and collaborate across teams.
-Analytical mindset with experience using data to drive decision-making and strategy.
-Proficient in using CRM tools and customer success software.
-Experience working with home health or hospice care organizations.
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.