Customer Success Director

Job Description

• Acts as post-sale customer point of contact and is accountable for driving increased customer adoption and utilization of the Artera product suite • Assists in the customer renewal process and focuses on improved retention • Focuses on customer strategies that improve revenue through up-selling and cross-selling via Customer Success Qualified Leads • Remains focused on developing high-level relationships with customers to ensure strong relationships are intact at the value realization and buyer level • Collaborates with the customer on a mutually agreed upon Customer Success plan to drive increased value for Artera’s products and services • Collaborates with customers to drive metric-driven results • Gather and relay feedback to continuously iterate on the customer success strategy • Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s) • May handle escalations and coordinate risk mitigation across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support • Gathers and directs VOC (Voice of Customer) feedback to Product • Promotes, supports, and enables Early Access/Beta customers

Qualifications

• Bachelor’s degree required • 4-7+ years of relevant experience; or an advanced degree with 4-6 years relevant experience • Healthcare experience • Experience being in a Customer Success role for a SaaS product • Comfortable with frequent change and knows how to operate in a fast-moving, dynamic environment; able to navigate through ambiguity • Possess a consultative approach with a strong mindset that is customer focused, data-driven, and can identify new opportunities for increased utilization and feature/integration expansion • Motivated to deliver an exceptional customer experience; has a proactive approach to managing portfolio • Passionate about the patient experience • Collaborative, positive, team-oriented mindset • Familiarity with Salesforce CRM • Available to travel around 20-30%

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service