Director of Customer Success

Medalogix - Nashville, TN

Full-time - Senior

Nashville, TN

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Director of Customer Success at Medalogix is a pivotal role responsible for leading the customer success team to enhance customer satisfaction and retention. This position involves overseeing customer onboarding, training, support, and renewal strategies while fostering strong relationships with clients. The ideal candidate will advocate for customer needs, align them with company objectives, and develop strategies to drive customer success in the healthcare technology space.

Responsibilities

• Lead the Customer Success team in developing and executing strategies to drive customer satisfaction, retention, and expansion.
• Oversee the onboarding process to ensure a smooth transition and implementation for new customers.
• Develop and maintain strong relationships with key clients, acting as the main point of contact for their needs and concerns.
• Monitor customer health metrics and utilize data to inform actions and strategies.
• Collaborate cross-functionally with Sales, Marketing, and Product teams to align on customer goals and feedback.
• Manage renewals and upselling processes to maximize account growth and profitability.
• Develop and deliver training programs and resources to empower clients and drive product utilization.

Requirements

• Bachelor's Degree in a related field; Master's Degree preferred.
• 10+ years of experience in customer success, account management, or related roles, preferably in the healthcare technology industry.
• Demonstrated experience leading and managing teams to achieve high levels of customer satisfaction.
• Strong understanding of customer success metrics and methodologies.
• Exceptional communication and interpersonal skills, with a proven ability to build relationships with clients and collaborate across teams.
• Analytical mindset with experience using data to drive decision-making and strategy.
• Proficient in using CRM tools and customer success software.

Nice-to-haves

• Experience working with home health or hospice care organizations.

Benefits

• Free parking
• Health savings account
• Paid holidays
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Parental leave
• Employee assistance program
• Vision insurance
• 401(k) matching
• Referral program