Director of Customer Success

Iodine Software - Austin, TX

Full-time - Senior

Austin, TX

Professional, Scientific, and Technical Services

About the position

The Director of Customer Success at Iodine Software is responsible for leading a team of Customer Success Managers (CSMs) to ensure customer engagement and adoption of best practices in healthcare technology. This role focuses on building long-term relationships with clients, driving product adoption, and enhancing the overall customer experience. The Director will also mentor and develop the CSM team, advocate for client needs, and contribute to the strategic vision of the Customer Success organization.

Responsibilities

• Support and enhance the overall vision and strategic plan for the Customer Success organization.
• Hire, mentor, manage, and expand a growing team of Customer Success Managers.
• Drive accountability, development, and improvement of individual Customer Success Managers.
• Coach and assist individual Customer Success Managers to achieve client retention and satisfaction.
• Develop and deliver functional team goals to the Customer Success team, setting performance expectations and providing continuous feedback.
• Build and nurture deep long-term strategic relationships with a portfolio of strategic clients.
• Act as a business success expert, educating and guiding clients through the Iodine lifecycle.
• Provide guidance and consulting for best practices and ROI analysis for clients.
• Advocate for product enhancements and influence roadmap planning based on client input.
• Develop knowledge articles to improve Iodine Software's internal and external assets.
• Maintain client loyalty by coaching the team to exceed client expectations.
• Understand the client experience and develop proficiency in client interface tools.
• Discover and understand early customer churn signals and drive processes to reduce churn and increase retention.
• Uncover sales expansion opportunities within the customer base.

Requirements

• 8+ years of experience in a client services, customer success, or business management leadership role overseeing growing teams.
• 5+ years of healthcare industry experience.
• Bachelor's degree in a relevant field.
• Outstanding oral and written communication skills.
• Demonstrated ability to manage multiple work streams simultaneously and efficiently.
• Creativity and a proven track record of identifying sales opportunities and potential gaps.
• Strong project management skills.
• Excellent MS Office skills (PowerPoint, Word, Excel).
• Knowledge of Customer Success metrics including NPS, CSAT, KLAS.
• Experience using SalesForce and Gainsight platforms.
• Positive, self-starter attitude with a desire to exceed expectations.

Nice-to-haves

• Applicants located in Austin, TX or Nashville, TN preferred.
• Strong track record of academic achievement preferred.
• MBA, MHA, CDI experience highly preferred.
• Google Workplace skills.

Benefits

• Health Benefits Package: Medical, Vision, Dental
• Telehealth
• Pharmacy Resources
• Savings and Spending Accounts
• Life & AD&D Insurance
• Disability Insurance
• Travel Assistance and ID Theft Protection
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Pet Insurance
• Employee Assistance Program
• Lifestyle Spending Benefit
• Legal Plan
• 401(k) Retirement Savings Plan and Match