Customer Success Director

Who you are

• Substantial experience (typically 7+ years) in customer success, strategic account management, consulting, or a related role, and a track record of growing complex, senior-level relationships
• Experience working with health systems or other large, complex organizations. Deep healthcare experience is a plus; so is experience bringing new technology into established environments
• Comfort with data: you can read a dashboard, build a business case, and tell the story behind the numbers to CFOs, CIOs, and CMOs
• Strong commercial judgment about retention, expansion, and value
• Thrive with ownership and ambiguity in a fast-moving, early-stage company
• Work well across clinical, technical, and product teams, knowing when to lead and when to enable
• Willing to travel regularly for site visits, business reviews, and key partner milestones
• If you're excited by the mission and bring most of what's above, we'd like to hear from you, even if your background doesn't match every line

What the job involves

• The most critical part of building healthcare technology is building partnerships that last: earning the trust of executives, proving value in the language of finance and quality, and turning a successful first deployment into a long-term relationship that keeps growing
• As a Customer Success Director, you own the health and growth of a portfolio of HealthLeap's health system relationships
• You'll define how HealthLeap retains, expands, and scales your portfolio of health system partnerships as we expand into a multi-condition platform
• You'll work directly with founders, product leadership, and data science, bringing the customer's voice into every critical decision
• Serve as the primary strategic partner to executives and key decision-makers across a portfolio of health system partners
• Build broad, trusted relationships early, from the C-suite to operational leaders, and deepen them throughout the partnership, not just at renewal
• Own retention and renewal, and partner with our sales team on expansion into new service lines and facilities
• Define success with each partner in clinical, operational, and financial terms, and lead executive business reviews that show progress and set the next step
• Work closely with our clinical and implementation colleagues so they have the sponsorship and organizational alignment they need to drive adoption
• Spot risk early and get ahead of it
• Bring the customer's voice into product, data science, and company decisions
• Help build the playbooks for how customer success at Healthleap scales as we grow

Benefits

• Compensation: Market-leading salaries - we want the best
• Equity: Meaningful ownership in an early-stage company
• Healthcare: 100% of premiums covered for employees
• Unlimited PTO: Unlimited, with recommended minimum of 20 days
• 401(k): We match 4% - your future matters
• Equipment: Laptop + budget to set up your home office