Director of Customer Success

3 weeks ago

Austin, United States Autonomize AI Full time

Autonomize AI is at the forefront of transforming healthcare with AI-powered solutions that empower healthcare knowledge workers to make data-driven decisions, improve patient outcomes, and reduce administrative burdens. Our mission is to deliver world-class healthcare outcomes through cutting-edge technology and deep industry expertise.


We are growing fast and need a Director of Customer Success to play a pivotal role in delivering exceptional customer experiences and driving revenue growth as we scale from $5M+ to $50M ARR. Initially operating as a hands-on Individual Contributor, this leader will directly manage customer relationships, implementations, and account growth, with the opportunity to build and lead a team as the customer base grows.


Role Overview


The Director of Customer Success will own the customer journey post-sale, from turning pilots into long-term contracts to ensuring smooth implementation and account expansion. Initially focused on executing these functions personally, the role will evolve to include team-building and scaling processes as the company grows.

Key Responsibilities
Hands-On Customer Success Execution
  • Act as the primary point of contact for customers, ensuring a seamless transition from sales to implementation.
  • Manage the end-to-end post-sales customer journey, including onboarding, delivery, and ongoing account management.
  • Personally oversee project management and coordination for solution delivery, ensuring on-time and high-quality implementations.
  • Own contract renewals, ensuring customer satisfaction, timely payments, and identifying opportunities for upsell or expansion.
  • Turn pilots into long-term partnerships by demonstrating value and cultivating trust with key stakeholders.
Strategic Growth and Scaling
  • Develop playbooks and scalable processes for onboarding, implementation, and account management to support rapid growth.
  • Establish and track customer success metrics to measure and improve customer outcomes and retention.
  • Proactively identify and address customer needs, collaborating with internal teams (Sales, Product, and Engineering) to drive continuous improvement.
  • Build a Customer Success team as the customer base grows, recruiting, mentoring, and enabling high-performing individuals.
Revenue Growth and Retention
  • Actively manage renewals and expansion opportunities to drive ARR growth.
  • Cultivate strong relationships with healthcare providers and payers to develop long-term, high-value partnerships.
  • Provide strategic feedback to internal teams based on customer insights to inform product development and delivery improvements.
Qualifications


  • Experience: 8+ years in customer success, account management, or project management roles, preferably in healthcare (providers and payers) or SaaS.
  • Startup Expertise: Proven ability to operate as an IC in a fast-paced, high-growth startup environment, with experience scaling from $5M to $50M ARR.
  • Healthcare Knowledge: Deep understanding of healthcare provider and payer workflows, priorities, and challenges.
  • Hands-On Leadership: Comfortable executing hands-on customer success functions while developing strategies to scale the team and processes.
  • Project Management: Demonstrated ability to independently manage complex implementations with multiple stakeholders.
  • Customer Focus: Strong relationship-building skills, with a track record of delivering value and driving customer satisfaction.
  • Communication: Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
Why Join Us?
  • Impact: Be part of a mission-driven company transforming healthcare through AI.
  • Growth: Join a fast-growing startup at a pivotal stage in scaling operations and revenue.
  • Culture: Collaborative, fast-paced, and values-driven work environment.
  • Opportunity: Gain hands-on experience as a senior leader with a direct impact on customer outcomes and the company’s success.
How to Apply

Submit your resume and a cover letter detailing your experience and why you’re excited to join Autonomize AI. Applications should be sent to careers@autonomize.ai

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