Director, Client Success

1 day ago

Miami, United States Nsight Health Full time
Job DescriptionJob DescriptionSalary:

Nsight Health, Inc. is a dynamic and innovative company at the forefront of the Remote Patient Monitoring and Chronic Care Management vertical within Value-based Healthcare. We are dedicated to effective and efficient business project/process management to meet our objectives.  In this role, you will be responsible for leading our client success team and ensuring the highest levels of client satisfaction and retention. This role directly contributes to the company's strategic goals by fostering long-term relationships with healthcare providers and ensuring they receive maximum value from our solutions. The ideal candidate will bring a proactive, strategic approach to managing client relationships, with a focus on improving client outcomes through our technology.


Supervisory Responsibilities:  

  • This position will have supervisory responsibility as assigned by the company


Primary Function: 


  • The primary function of the Director of Client Success is to lead and scale the client success department, ensuring operational excellence and alignment with the company’s growth objectives. This role requires a hands-on leader who can mentor and develop a team, drive the adoption of best practices in client engagement, and lead strategic initiatives to enhance client satisfaction and retention.


Essential Functions and Responsibilities: 

  • Team Leadership and Development: Recruit, train, and mentor client success managers and specialists. Develop key performance indicators for the department that align with business goals.
  • Client Relationship Management: Oversee the management of all client accounts, ensuring that the team delivers outstanding service and support. Build and maintain strong, long-lasting client relationships.
  • Strategic Planning and Execution: Develop and implement comprehensive client success strategies that enhance client satisfaction, maximize retention, and increase revenue.
  • Data-Driven Insights: Utilize CRM tools and client feedback to generate insights into client satisfaction and behavior. Use these insights to improve processes and product offerings.
  • Collaboration and Coordination: Work closely with other departments, including Sales, Marketing, Product Development, and Technical Support, to ensure a cohesive and unified approach to client success.
  • Client Advocacy: Act as a voice of the client within the organization, bringing their concerns and feedback to the forefront of strategic planning.
  • Performance Metrics: Define and optimize client lifecycle by driving programs and initiatives to improve engagement approaches based on client segmentation and leading a culture of continuous improvement.
  • Responsible for administering client offboarding/terminations
  • Responsible for Client Success department metrics
  • Responsible for Client Success staff training facilitation and adherence
  • Responsible for Client Success staff 1:1 and discipline
  • Responsible for client onsite visits related to escalations to determine resources and participants needed
  • Responsible for client reporting dissemination (quality / program / patient status)
  • Accountable for client questions/inquiries/concerns to make sure they are properly addressed and timely
  • Responsible for client escalations and at-risk to ensure clients are de-escalated appropriately and timely
  • Responsible client claim audit requests to make sure they are deescalated and closed appropriately and timely
  • Responsible for oversight of client software training to ensure new clients are appropriately trained
  • Responsible for resolving patient escalations appropriately and timely
  • Responsible for post-launch client escalation to ensure de-escalation in performed appropriately and timely
  • Other projects/duties as assigned.


Qualifications: 

  • Strong leadership skills with a proven ability to mentor and motivate teams.
  • Excellent communication and interpersonal skills, with the ability to engage and influence senior executives.
  • Deep understanding of client success techniques and strategies in a healthcare technology environment.
  • Proficient in CRM software and other client success tools.
  • Passionate about healthcare and improving patient outcomes.
  • Strategic thinker with a proven track record of executing for results.
  • High emotional intelligence with the ability to resolve conflicts and manage client expectations effectively.
  • Demonstrated ability to work collaboratively across multiple departments to achieve business goals.


Education & Experience (Required/Preferred):

  • Bachelor’s degree in Business Administration, Healthcare Administration, or a related field.
  • A minimum of 5 years in a client success or client service leadership role, preferably in the healthcare technology sector.


Physical Demands:


  • Typical physical demands of an office environment. Ability to sit, stand, bend, look at a computer screen, answer telephone calls, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.


Note: This job description is not intended as an all-inclusive list of duties and standards for the position. Colleagues will follow any other instructions and be responsible for adhering to policies, and procedures and performing other related duties as assigned by their management team.  Management has the right to change the responsibilities of this position at any time.

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