Director, Customer Success

About the role

NRC Health is seeking a Director, Customer Success to lead a team of Customer Success Managers and Account Coordinators. The ideal candidate will have a bachelor’s degree and 5+ years of experience in account management and people leadership. Key responsibilities include providing exceptional customer service, promoting product adoption, managing event registrations, driving customer engagement, and executing multi-year agreements.

Responsibilities

• Lead a team of Customer Success Managers and Account Coordinators to deliver high-quality customer service and best practice solutions.
• Develop and implement upselling and cross-selling strategies to enhance customer interactions.
• Prioritize customer feedback and concerns, and drive initiatives to improve customer engagement.
• Manage event registration and attendance, and deliver Executive Business Reviews (EBRs) to ensure strategic alignment and demonstrate value.
• Execute multi-year agreements and strategic growth plans to drive customer retention and improve Net Promoter Scores (NPS).
• Collaborate with the Director, Strategic Partnerships and VP to build strategic relationships with key clients and healthcare executives.
• Ensure continuity and consistency across teams by upholding NRC Health’s values.

Requirements

• Bachelor’s Degree required, with healthcare industry experience strongly preferred.
• 5+ years of experience in account management and people leadership.
• The ability to travel up to 40% of the time.
• Effective presentation and facilitation skills.
• Microsoft Suite (Word, Excel, Outlook) proficiency, with experience in a CRM system preferred.
• High learning agility and critical thinking skills.
• Strong organizational skills, including the ability to prioritize tasks, maintain attention to detail, and ensure accuracy and follow-through.
• A valid driver’s license is required.

Qualifications

• Passion for delivering amazing customer experiences and challenging customers to think differently about their business.
• Ability to multitask and engage with team members effectively.
• Conceptual ability to connect data and offer unique insights to customers.

Skills

• Leadership and motivational skills.
• Customer relationship building.
• Strategic planning and execution.
• Team management and performance management.
• Executive communication and facilitation.

Benefits

At NRC Health, we offer a competitive compensation package, including a base salary range of $120,000 - $162,000, exclusive of fringe benefits or potential bonuses. Additional benefits include a comprehensive insurance plan, wellness programs, and a form of unlimited vacation called My Time Off. We also provide paid volunteer time off and up to 12 weeks of paid parental and emergency leave.

Pay

Base salary compensation is determined based on skills, education, and experience. Performance-based variable compensation may apply. For more details, refer to the Compensation section.

Schedule

We are currently prioritizing candidates located in the Eastern region of the United States. Applications are typically open for 45 days, but may be extended or shortened based on business needs.

Benefits

• Complimentary lifestyle and financial coaches.
• Wellness program.
• Comprehensive insurance plan.
• Up to 12 weeks of paid parental and emergency leave.
• My Time Off (unlimited vacation).

Equal Opportunity Employer

NRC Health is committed to fostering an inclusive environment and equal employment opportunity. For more information, please refer to our Equal Employment Opportunity policy.