The Director of Client Success will lead a team of Client Success Managers to drive client satisfaction, retention, and revenue growth through strategic oversight and collaboration.
Mission + People + Culture: With a corporate Mission to stop disease through technology, InductiveHealth is the market leader in software-as-a-service (SaaS) solutions to public health agencies. Our People come from all backgrounds and walks of life ranging from world class experts in epidemiology, informatics, and disease surveillance to engineers and product teams building high performance, modern solutions. Mission + People are unified around a virtual first Culture centered around teamwork, relentless focus on client outcomes, and individual accountability.
Why work at InductiveHealth?
1. Motivation: We value initiative-takers and self-starters who want to contribute to the success of our Team and client outcomes.
2. Curiosity: Seeking to understand and comprehend is critical - we expect and encourage questions to master job duties and grow professionally.
3. Organization: We are a Team. This means we hold each other accountable and have high expectations for performance and outcomes.
4. Feedback: "Open and honest" is part of our corporate values that builds a culture of professional growth to support client success.
5. Impact: Your individual contributions will stop the spread of disease and improve individual, community, and population health outcomes.
We are looking for an experienced and strategic Director of Client Success to lead our Client Success team. In this role, you will oversee a team of approximately 8-10 Client Success Managers (CSMs), ensuring they are equipped to build strong client relationships, drive renewals, manage contracts, and identify upsell opportunities. Responsibilities also include management of client profitability in partnership with the Finance Team. The ideal candidate is a strong leader who can develop and execute strategies that enhance client satisfaction, retention, and revenue growth while fostering a high-performing, collaborative team culture.
InductiveHealth is a public health technology and services provider. Most of our clients are state and local public health departments. While direct experience in public health is not required for this role, it is preferred. Experience in healthcare and/or government related industries is also beneficial.
What You'll Be Doing:
- Leading, mentoring, and developing a team of Client Success Managers to drive client engagement, satisfaction, and retention.
- Establishing and executing strategies to drive client renewals, minimize churn, and identify upsell and expansion opportunities.
- Collaborating with client delivery, product, and support teams to ensure a seamless client experience and drive adoption of our solutions.
- Overseeing client contract management, including renewals, negotiations, and compliance.
- Partnering with internal teams and using internal solutions, Smartsheet/Salesforce/JIRA/etc., to maintain accurate client data.
- Monitoring key client success metrics and using data-driven insights to improve team performance and client outcomes.
- Acting as an escalation point for high-impact client concerns and ensuring timely resolution.
- Advocating for client needs within the organization to inform product development and service enhancements.
What We're Looking For:
- 7+ years of experience in Client Success, Account Management, Client Stewardship or a related field, with at least 3 years in an applicable leadership role.
- While not required, an understanding of government procurement processes and/or experience in public health and/or healthcare related industries is strongly desired.
- Proven track record of managing and scaling client success and/or account management teams, ideally in a SaaS or technology-driven environment.
- Strong leadership and people management skills, with experience overseeing a team of 5+ members.
- Expertise in client stewardship, client retention strategies, general knowledge of contract management and negotiations, and revenue growth initiatives.
- Excellent communication and relationship-building skills with both clients and internal stakeholders.
- Ability to analyze data and drive insights to enhance team performance and client outcomes.
- Experience working cross-functionally with Sales, Product, and Support teams.
- Proficiency in client success tools (e.g., Gainsight, Salesforce, or similar platforms).
Benefits and Perks: InductiveHealth offers competitive benefits and perks including:
· Virtual first, remote organization and culture
· Flexible Paid Time Off (PTO)
· 401(k) retirement plan with corporate matching
· Medical, prescription, vision, and dental coverage (multiple plans based on your needs)
· Short Term and Long Term Disability (for employee)
· Life Insurance (for employee)
· New Team Member support for home office setup
About InductiveHealth: InductiveHealth (www.inductivehealth.com) was co-founded by Matthew Dollacker and Stephen Macauley in 2013. Today, InductiveHealth is headquartered in Atlanta, Georgia and has over 80 team members across the United States supporting state, tribal, local, and territorial (STLT) public health agencies in addition to Federal agencies such as the Centers for Disease Control and Prevention (CDC). In early 2021, InductiveHealth became the exclusive commercial partner of Johns Hopkins University Applied Physics Laboratory (JHU/APL) for the Electronic Surveillance System for the Early Notification of Community-based Epidemics (ESSENCE) syndromic surveillance solution. To accelerate growth in the wake of the COVID-19 pandemic, InductiveHealth become a portfolio company of Diversis Capital (https://www.diversis.com/) in early 2022.
All responses to applications will come from [email protected] or from the domain @inductivehealth.com.
InductiveHealth is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, or disability.
Top Skills
JIRA
Salesforce
Smartsheet
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