Director, Customer Success

Team Leadership and Operating Cadence

• Recruit, develop, and lead the Customer Success Manager team, setting clear performance standards and owning the team's results against them.
• Run the Customer Success operating cadence, including team huddles, the deep dive and escalation sync, and weekly one-on-ones with each Customer Success Manager.
• Coach the team on account strategy, de-escalation, and provider conversations, and build the playbooks, templates, and standards the team runs on.
• Manage book allocation and workload across the team so coverage stays balanced and no account goes unattended.

Book Health and Retention

• Own the green, yellow, and red health standard across the Nsight book and hold the team accountable to keeping accounts green, including a direct line to every decision maker.
• Own the retention number for the book, driving cancellation prevention through the team and stepping in personally on the accounts where the stakes are highest.
• Own the long-term contracting motion across the book, setting the play and ensuring the team executes it consistently.

Escalations and Cross-Functional Leadership

• Serve as the senior escalation point above the front line, personally engaging providers with clinical and commercial credibility on the highest-stakes accounts.
• Own the standard for how issues are project managed to resolution, partnering with Support and Implementation leadership to keep resolution fast and clean.
• Own the quarterly business review and clinical outcomes motion across the book, ensuring every account has program value and results put in front of it.
• Partner with Customer Growth in the pod model, using the healthy tension between retention and growth to keep the book both healthy and expanding.

Data and Continuous Improvement

• Help shape the Customer Success reporting and dashboards in HubSpot and the green, yellow, and red account status definitions.
• Contribute to the design of the Customer Success compensation model.
• Bring a clear, honest read on book health, risk, and retention to leadership on a regular cadence.

The Impact You’ll Make

• Revenue Protection at Scale: The retention standards, escalation frameworks, and account health motions you build directly determine how much of Nsight Health's book stays whole and grows, across 350-plus clinics and counting.
• Provider Relationships That Last: By personally engaging the highest-stakes accounts and coaching your team to do the same, you are building the kind of provider trust that turns difficult moments into long-term partnerships.
• Cross-Functional Influence: As the voice of account health to the broader organization, the patterns you surface and the direction you give to clinical, operations, and growth teams directly shape how Nsight Health retains and expands its provider base.

Qualifications

• 7 or more years in Customer Success, client services, or account management, with at least 3 years leading a team.
• Proven experience owning retention and reducing churn in a multi-client environment.
• Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
• Clinically literate, or able to become fluent quickly, and comfortable speaking to clinical outcomes with providers.
• A player-coach leadership style, hands-on in the work and close to the accounts.
• High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
• Strong analytical ability, able to build a health scoring view, diagnose a retention problem at the root, and present a plan to fix it.

Preferred Experience

• In remote care, RPM, CCM, or chronic care management and provider-facing relationships.
• Experience building health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols.
• Hands-on experience inside HubSpot, including health score tracking and reporting dashboards.
• Background in a PE-backed or venture-backed high-growth environment where speed and accountability were expectations rather than aspirations.
• Experience operating in a pod model alongside a growth or sales team.

Compensation & Benefits

Competitive base pay: $160,000 – $180,000 annually.

Additional Compensation: Performance-Based Bonus - Eligible for an annual bonus of up to 30% based on company and individual performance.

Benefits Include: PTO Accrual, Medical, Dental, Vision, and supplemental insurance options, 401(k) Plan with 3.5% Company Match, Company-provided equipment.

Join Our Mission-Driven Team At Nsight Health, you will be part of a fast-growing organization at the intersection of healthcare, technology, and compassion. We are looking for a Director of Customer Success who has the backbone to fight for every account, the judgment to build a team that does the same, and the leadership presence to turn the hardest provider conversations into the most durable relationships. Our team culture is collaborative, agile, and purpose-driven. Every role, from clinical operations and customer success to marketing, technology, and leadership, directly contributes to improving how healthcare organizations care for their patients.