Transform9 is on a mission to transform healthcare access through our innovative conversational agent platform that enhances patient-provider communication. As we expand our footprint in the healthcare technology space, we are seeking a strategic and customer-focused Director of Client Success to lead our client success initiatives. In this pivotal role, you will oversee the client success team, driving adoption, engagement, and satisfaction among our enterprise clients. Your leadership will ensure that clients derive maximum value from our platform, fostering long-term partnerships and contributing to the overall growth and retention of Transform9’s customer base.
Responsibilities
- Lead and develop the client success team to deliver exceptional service and support to enterprise clients.
- Design and implement strategies that enhance client onboarding, adoption, retention, and satisfaction.
- Collaborate cross-functionally with sales, implementation, product, and engineering teams to advocate for client needs and drive solutions.
- Establish key performance metrics and monitor client health to proactively address risks and identify growth opportunities.
- Develop relationships with senior client stakeholders to ensure alignment and maximize value delivered.
- Manage escalations and complex client issues, ensuring timely and effective resolution.
- Drive a client-centric culture focused on delivering measurable outcomes and driving continuous improvement.
Requirements
- Proven experience in client success leadership, preferably within healthcare technology or SaaS industries.
- Strong leadership and team management skills, with the ability to inspire and develop high-performing teams.
- Excellent interpersonal and communication skills to build relationships with clients and internal teams.
- Strategic thinker with the ability to analyze data, drive initiatives, and measure success through KPIs.
- Experience managing complex client relationships and resolving escalations effectively.
- Familiarity with CRM and customer success platforms, and ability to leverage technology for team efficiency.
- Passion for improving healthcare access and delivering exceptional client outcomes in a fast-paced environment.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Training & Development
- Free Food & Snacks
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Key team members
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