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Director of Client Success

1 month ago

Atlanta, Georgia, United States Rialtic, Inc. Full time
Job Description

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.