Director of Client Success

PredictionHealth is a healthcare technology company leveraging proprietary Artificial Intelligence (AI) solutions to improve the lives of healthcare providers. This position represents a tremendous opportunity to grow with a dynamic startup at the forefront of innovation in the field. If you are a creative, motivated, and results-driven individual we'd like to meet you!

Headquartered in Nashville, Tennessee, we have a remote-friendly culture with employees all over the country, as we believe in hiring the best people regardless of their location. 

You'll be joining a world-class team that is building a product that is solving a major problem for healthcare clinicians, patients, and insurance companies. 

About Us
PredictionHealth is looking for a Director of Client Success to join our growing team. PredictionHealth is a healthcare technology company leveraging proprietary Artificial Intelligence (AI) solutions to improve the lives of healthcare providers. This position represents a tremendous opportunity to grow with a dynamic startup at the forefront of innovation in the field. If you are a creative, motivated, and results-driven individual, we'd like to meet you!

Essential Duties and Responsibilities 

• 
  Client Success Strategy and Leadership
  
  • Develop and execute a comprehensive client success strategy that supports client retention, growth, and satisfaction.
  • Set team objectives, KPIs, and performance metrics that align with company goals and client needs.
  • Lead a team of Client Success Managers, providing guidance, training, and performance feedback to support professional growth and team success.
  • Management of team growth plans and budgeting
    

  Onboarding and Implementation
  

  • Oversee the client onboarding process to ensure a smooth, timely, and effective transition from sales to implementation.
  • Collaborate with the Product and Operations teams to ensure onboarding materials, processes, and tools meet client needs and optimize engagement.
  • Utilize project management tools like Asana and Hubspot to monitor and manage onboarding tasks and milestones for new clients.
    

  Client Relationship Management, Retention and Renewal
  

  • Act as a senior point of contact for key clients, building strong relationships and addressing any escalated issues.
  • Design and implement programs to measure and enhance client satisfaction, including regular check-ins, surveys, and feedback mechanisms.
  • Identify growth opportunities within client accounts and work with sales to ensure clients are aware of and engaged with new products or features.
  • Manage retention and renewal for current clients
    

  Process Improvement and Automation
  

  • Continuously evaluate and improve client success processes, identifying areas for increased efficiency and effectiveness.
  • Lead automation initiatives to streamline onboarding, support, and engagement workflows, freeing up team capacity for higher-value interactions.
  • Ensure documentation and support materials are up to date, accurate, and accessible to both clients and internal teams.
    

  Data Analysis and Reporting
  

  • Collaborate with Business Analytics and Engineering to develop and use data insights to inform client success strategies, track client engagement, and address potential churn risks.
  • Maintain client tracking and reporting systems to monitor client health, identify trends, and proactively address issues.
  • Prepare and present regular reports on client success metrics, performance, and team initiatives to company leadership.
    

  Cross-functional Collaboration
  

  • Partner with Product, Engineering, Support, and Sales teams to ensure a cohesive client experience and alignment on client needs.
  • Work with Product Development on feature requests, feedback, and testing to ensure products are built with client value in mind.
  • Actively participate in internal meetings to share insights, advocate for client's needs and support the PredictionHealth mission.

Minimum Requirements (Knowledge, Skills, and Abilities) 

• Prior professional experience in Client Success position
• Strong interpersonal skills and an outgoing personality. 
• Demonstrate curiosity; ability to gain an understanding of management of clients and employees. 
• Self-starter/bias to action
• Excellent oral and written communication skills. 
• Ability to connect with people via phone or email. 
• Is goal and results oriented.
• Strong organizational and communication skills. 
• Ability to work in a fast-paced environment with multiple priorities while maintaining focus.
• Technologically savvy with ability to use multiple internet and software platforms to perform duties.

Preferred/ “Nice to have” (Knowledge, Skills, and Abilities) 

• Familiarity with healthcare 
• PT/PTA degree 
• Experience/expertise Hubspot 

On Target Earnings: $110k - $140k. This is a range because we are considering candidates with varying degrees of sales experience for the position.

PredictionHealth is currently not hiring in the following states: CA, MT, HI, or NY

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