Director of Customer Success

Iodine Software - Austin, TX

Full-time - Senior

Austin, TX

Professional, Scientific, and Technical Services

About the position

Join us at Iodine Software as the Director of Customer Success, where you will play a pivotal role in transforming healthcare through innovative clinical AI technology. Our mission is to enhance healthcare processes and improve patient care by leveraging one of the largest sets of clinical data available. As a leader in this space, you will be responsible for managing a team of Customer Success Managers (CSMs) and ensuring that our customers are engaged and effectively adopting our best practices and workflows. This position reports directly to the Vice President of Customer Success and is crucial for maintaining strong, long-term relationships with our clients. In this role, you will support and enhance the overall vision and strategic plan for the Customer Success organization. Your focus will be on increasing product adoption, leading a positive customer experience, and driving growth. You will hire, mentor, and manage a growing team of Client Success Managers, ensuring they are accountable and continuously improving their performance. Your leadership will be vital in coaching individual CSMs to achieve client retention and satisfaction, while also developing and delivering functional team goals across the Customer Success team. You will build and nurture deep, long-term strategic relationships with a portfolio of key clients, acting as a business success expert to guide and support them through the Iodine lifecycle. Your responsibilities will include providing best practices and ROI analysis to help clients maximize the value of their programs with Iodine Software. Additionally, you will advocate for product enhancements based on client feedback and develop knowledge articles to improve our internal and external resources. Your ability to understand client experiences and develop proficiency in client interface tools will be essential in maintaining client loyalty and uncovering sales expansion opportunities within the customer base. This is an exciting opportunity to join a rapidly growing team and make a significant impact in the healthcare industry. If you are passionate about healthcare, possess strong leadership skills, and have a proven track record in customer success, we would love to hear from you.

Responsibilities

• Manage a team of Customer Success Managers (CSMs) to ensure customer engagement and adoption of best practices.
• Support and enhance the strategic plan for the Customer Success organization, focusing on product adoption and customer experience.
• Hire, mentor, and manage a growing team of Client Success Managers.
• Drive accountability and improvement of individual CSM performance.
• Coach CSMs to achieve client retention and satisfaction goals.
• Build and nurture long-term strategic relationships with key clients.
• Act as a business success expert to guide clients through the Iodine lifecycle.
• Provide best practices and ROI analysis to clients to maximize program value.
• Advocate for product enhancements based on client feedback and influence roadmap planning.
• Develop knowledge articles to improve internal and external resources.
• Collaborate with other departments within the organization to support customer success initiatives.
• Identify early customer churn signals and implement processes to reduce churn and increase retention.
• Uncover sales expansion opportunities within the customer base.

Requirements

• 8+ years of experience in client services, customer success, or business management leadership roles 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, or CDI experience highly preferred.
• Google Workplace skills.

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Pet insurance