Director, Customer Success

About the Role

At NRC Health, we promise to help our customers bring Human Understanding to healthcare for their patients and communities. Our associates are at the heart of delivering that promise, so we promise that same Human Understanding to each other. Come where culture is everything.

• Have Purpose – we do work that matters for our partners, the community, and the healthcare industry. Innovate with us to move healthcare forward.
• Think Boldly – we have big ideas and are empowered to “think like an owner.”
• Feel Connected – our favorite thing about our workday is each other. Support one another, celebrate together, and stay engaged.
• Be Understood – we are each unique and want to live our best lives at work and home with flexible time off and comprehensive support.

Responsibilities

• Lead a team of Customer Success Managers and Account Coordinators to provide exceptional customer service and high-quality delivery, including best practice solutions.
• Add value to customer interactions, develop upselling and cross-selling strategies, and prioritize customer feedback and concerns.
• Promote the adoption of new products, manage event registration and attendance, and drive initiatives that improve customer engagement with innovative solutions.
• Hold team members accountable to their roles and performance, and manage team on-site presence and Executive Business Reviews (EBR) delivery.
• Execute multi-year agreements and strategic growth plans to drive customer retention and improve Net Promoter Scores (NPS).
• Build strategic relationships with large clients and healthcare executive leaders and decision-makers.
• Collaborate with fellow People Leaders to ensure continuity, consistency, and alignment with NRC’s values.

Requirements

• Bachelor’s Degree required; healthcare industry experience strongly preferred.
• 5+ years’ experience in account management and people leadership.
• Ability to travel up to 40% of the time.
• Effective presentation and facilitation skills.
• Proficiency in Microsoft Suite (Word, Excel, Outlook); CRM system experience preferred.
• High learning agility, critical thinking, and strong organizational skills.
• Valid driver’s license required.

Skills

• Strong conceptual ability, easily connecting data while offering unique insights to customers.
• Ability to multitask and juggle multiple demands while engaging and following up with team members.
• Passion for delivering amazing customer experiences and challenging customers to think differently.
• Coaching and motivating team members while holding them accountable to high standards.

Benefits

• Paid volunteer time off to give back to the community.
• My Time Off (unlimited vacation) and up to 12 weeks paid parental and emergency leave.
• Complimentary lifestyle and financial coaches, wellness program, and comprehensive insurance plan.
• Generous compensation and benefits package (refer to the Careers Page for specifics).

Pay

Base salary range for this position is $120,000 - $162,000, exclusive of fringe benefits or potential bonuses. Some roles offer performance-based variable compensation, with eligibility and payouts tied to performance metrics. Final compensation will be determined based on skills, education, experience, and internal equity.

Due to team alignment and business needs, we are prioritizing candidates located in the Eastern region of the United States.