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Navina · 1 week ago

Director of Customer Success

United States

Full-time

Remote

Lead/Staff, Director/Executive

5+ years exp

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. They are seeking a Director of Customer Success to manage a CS team and drive success at the strategic level within team accounts while implementing a broad strategy for earning customer acceptance across the organization.

Artificial Intelligence (AI)Health CareHealth DiagnosticsMachine LearningMedicalSoftware

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 our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value

Be the voice of the clients and the internal focal point for any client need

Own client communications and account operation: Set up, facilitate, and lead personal & group F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities

Lead a team of customer success managers, providing coaching and mentoring to foster a high level of service and performance

Track, monitor, and manage accounts with specific KPIs clients on the Hubspot CRM system, in addition to clients KPIs (Usage, engagement, upsell and retention, etc)

Take part in product cycles, roadmap planning, and execution

Qualification

Managing large accountsCustomer onboardingProject managementPopulation health solutionsCustomer renewal processTechnical backgroundSales experienceCommunication skillsTeam collaboration

Required

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