About the company
The Clinical Success Director will lead strategic customer relationships and drive adoption, measurable outcomes, renewals, and account expansion across a portfolio of senior living operators. This role combines clinical understanding, commercial ownership, and executive-level relationship management to help customers maximize the value of innovative healthcare technology.
Responsibilities
- Serve as the primary relationship owner for executive stakeholders across an assigned portfolio of senior living operator accounts.
- Drive renewals and net dollar retention (NDR) by understanding customer needs, managing renewal cycles, identifying risks, and demonstrating ongoing value.
- Identify and develop expansion opportunities within existing accounts, build business cases, and partner with Sales to convert opportunities into revenue.
- Lead executive business reviews (EBRs), using data-driven storytelling to communicate performance and demonstrate ROI.
- Monitor product adoption and usage, identify barriers to engagement, and develop targeted strategies to improve utilization.
- Take ownership of complex account challenges and coordinate appropriate resources.
- Develop structured account plans and joint impact plans, track progress against objectives.
- Navigate between executive-level strategy and community-level operations.
- Represent the voice of the customer internally and work closely with Sales, Product, and clinical teams.
- Mentor Customer Success Managers (CSMs) and Clinical Success Directors (CSDs).
- Identify opportunities to improve account management processes and customer engagement.
Requirements
- At least 7 years of experience in customer success, account management, or other enterprise client-facing roles within a SaaS, health technology, or comparable environment.
- Demonstrated commercial ownership, including managing renewals, account expansion, revenue performance, and net dollar retention.
- Proven ability to manage complex, multi-stakeholder customer relationships.
- Strong executive communication and presentation skills.
- Strong analytical and commercial judgment.
- Proactive, solutions-oriented mindset.
- Excellent organizational and operational skills.
- Ability to operate at both strategic and operational levels.
- Experience working collaboratively with Sales, Product, clinical, and customer success teams.
- A clinical credential or meaningful clinical experience is a strong advantage.
- Experience in senior living, long-term care, or post-acute care is preferred.
- Demonstrated ability to mentor colleagues without formal people-management responsibilities.
Conditions
- Approximately 30% travel for on-site customer visits, executive business reviews, and key client engagements.
- Remote within the United States.
- Base salary: $175,000–$185,000 annually, with the final offer determined by work location, relevant experience, skills, and internal equity.
- Eligibility for variable compensation and a performance-based bonus.
- Equity opportunities.