Director of Client Success

About the role

Retention is crucial for a company that handles client calls — and ours is succeeding: net revenue retention is currently above 140%. You'll lead the entire post-sale organization — account management, implementation, and support — and own the strategies that keep this number climbing as we scale.

Responsibilities

• Lead and grow a 10+ person organization spanning account management, implementation, and support
• Protect and build on our 140%+ net revenue retention as the account base scales
• Build the playbooks: onboarding, QBRs, health scoring, risk escalation
• Own and resolve complex escalations end-to-end
• Partner with sales, product, and engineering as the voice of the customer
• Define and report the CS metrics that matter to leadership and the board

Requirements

• 8+ years in customer success or account management, with 3+ years leading teams
• Track record of building CS processes from scratch and hitting retention targets
• Data-driven operator: NRR, adoption, and time-to-value are your native language
• Strong hiring and coaching record

Nice to have

• Experience in healthcare technology or with provider organizations
• Experience leading implementation or support functions alongside account management

Benefits

• Top-tier health coverage: medical, dental & vision
• 401(k)
• Paid time off + holidays, and paid parental leave

Pay

Competitive salary and bonus structure

Schedule

Full-time onsite at our Birmingham, AL office