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Customer Success DirectorUnited States

Customer Success Director

United States

Qventus is looking for a highly accountable, relationship-driven Customer Success Director (CSD) with strong leadership abilities to lead a team of Customer Success Managers in achieving outcomes and growth across a portfolio of clients. The Customer Success team will look to him/her for direction on critical accounts and strategic initiatives within the Customer Success and broader Qventus teams.

The Customer Success Director will oversee, manage and develop a team of Customer Success Managers (CSM), each of whom have direct account responsibility. The CSD will be accountable for the evolution of this portfolio of accounts. Specifically, he/she will ensure that outcomes are being achieved at each deployment, that net churn targets are achieved and that executive sponsor relationships are strong at each client. The role may involve ownership over, and responsibility for, major strategic accounts such as nationwide hospital networks or high-profile deployments such as customer reference sites and new use case deployments. The CSD is also expected to bring (or develop) strong subject matter expertise in one or more areas of the product, actively sharing and spreading this knowledge to the rest of the company, and he/she will also lead periodic internal performance improvement and strategic initiatives within the CS function.

The skill set required for this position includes the ability to quickly build trust in others, a strong executive presence, the ability to problem-solve complex deployments involving nuanced technical and interpersonal dynamics, and the ability to inspire others to action. While the Customer Success Director role is strategic and highly relationship-oriented, every CSD will be expected to quickly absorb details of the product's operations, administration and abilities. To be an effective and credible leader, the CSD must thoroughly understand, and be comfortable occasionally diving into, the details of the product. And, as is always the case in an early-stage company, the CSD must always be willing to lend a hand where needed and be able to handle dynamic and ambiguous circumstances.

The ideal candidate will possess:
    • 10+ years of experience in account management / customer success for enterprise software
    • At least one previous role where he/she had responsibility for building and leading a team within account management or customer success
    • Extensive experience managing c-level relationships with clients; strong interpersonal skills
    • Some professional exposure to the healthcare industry

To be a good fit for the company, candidates should have these intangible attributes
    • Ready and eager to pick up new skills as needed
    • Ready to 'step outside' his/her role to help teammates
    • Highly dependable, detail-oriented and thorough
    • Empathetic for others and highly self-aware
    • A passion for fixing our healthcare system

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