Director of Client Success
18 hours ago
Rialtic, Inc. is seeking a seasoned Director of Client Success to drive client satisfaction, retention, and growth. As a key member of our team, you will develop and implement strategies to foster long-term relationships with our clients, maximize their value, and ensure they succeed with our products and services.
Key Responsibilities:
- Client Relationship Management: Build and maintain strong relationships with key clients, acting as a trusted advisor and escalation point for complex client issues.
- Client Satisfaction: Ensure client satisfaction and retention by delivering exceptional client experiences and driving initiatives to reduce churn and increase client lifetime value.
- Client Retention & Growth: Focus on client retention, upsell opportunities, and long-term growth by understanding client needs and aligning our solutions to meet those needs.
- Cross-Functional Collaboration: Work closely with Content, Client Experience, Sales, Product, and Engineering teams to ensure seamless onboarding and ongoing client management.
- Process Improvement: Continuously assess and refine client success processes, tools, and systems to increase efficiency, client satisfaction, and scalability.
- Metrics & Reporting: Track, analyze, and report on client success metrics, including retention rates, Net Promoter Scores (NPS), and other KPIs.
- Client Education & Enablement: Oversee the creation and delivery of client education programs, webinars, and resources to ensure clients are empowered to make the most of our solutions.
Requirements:
- A bachelor's degree in business or healthcare or a related field, an MBA, or an advanced degree is preferred.
- 10-15 years of healthcare experience is preferred.
- 12+ years of experience in client success, account management, or related client-facing roles in healthcare.
- Proven experience leading and scaling client success teams, with a track record of driving client satisfaction, retention, and growth.
- Strong interpersonal and communication skills with the ability to build relationships with C-level executives.
- Analytical mindset with the ability to interpret data and make informed, strategic decisions.
- Experience with client success platforms (e.g., Gainsight, Salesforce) and CRM systems.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Client-focused with a passion for delivering exceptional client experiences in healthcare.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Retirement savings plan with company match.
- Generous paid time off and holidays.
- Professional development opportunities and continuous learning.
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