Director of Customer Success

About Us
Activated Insights (formerly HCP), a leader in SaaS solutions for the post-acute and long-term care markets, is seeking an experienced and results-driven Director of Customer Success with exceptional communication skills and a proven track record in driving customer engagement and project management. Since our founding in 2008, Activated Insights has grown to over 250 team members, serving more than 12,000 sites of care and making a positive impact on millions of patients, clients, and residents.  

In 2023, we united leading post-acute and long-term care technology companies to form a single brand, delivering mission-critical applications and analytics for better care. Our Activated Platform offers tools for employee engagement, education, satisfaction surveys, and reputation management. We empower providers to make the most of every interaction— for employees, clients, and beyond—through better understanding and improved experiences.  

Our mission is to support long-term and post-acute providers with mission-critical applications to improve outcomes for all stakeholders in the care continuum. Our vision is to partner with industry to enable the delivery of exceptional experiences. Our core values are:  

• Client-focused: Meeting our customers where they need us.  

• Committed: Be present where you are.  

• Innovative: Practical in how we help create value.  

• Accountable: Make it better through the measurement of our results.  

Why Is This Role So Special?  

We are seeking an innovative and results-driven Director of Customer Success to lead and scale our efforts in driving customer success, growth, and retention. In this pivotal role, you will shape the customer journey, elevate the customer experience, and ensure maximum customer satisfaction. The ideal candidate will have a proven track record of success in customer success management, preferably within healthcare or SMB environments, and experience building scalable customer playbooks in a one-to-many model. Strong cross-functional collaboration skills, excellent communication abilities, and a deep understanding of the post-acute and long-term care markets are essential. A passion for delivering outstanding customer experiences and fostering long-term client relationships is critical.  

Build an exciting career in the SaaS, healthcare technology, and home care industry with an award-winning, fast-growing company. 

Experience a startup/agency culture but with the stability of a company who's been in business for 10+ years (fun AND stable!) Work with some of the largest agencies, technology vendors, and healthcare tech on the planet! Be a part of a company that has been recognized multiple times as the best place to work. 

Qualifications:   

• Lead, mentor, and inspire a team of Customer Success Managers and Specialists to deliver exceptional service and ensure customer success.  

• Analyze customer feedback and data to identify opportunities for product and process improvements.  

• Able to work in our Rexburg, ID office.  

• Develop and implement customer success strategies to drive customer outcomes and satisfaction.  

• Present progress and results to key stakeholders, including C-suite executives.  

• Set clear goals and responsibilities for the Customer Success team, ensuring alignment with company objectives.  

• Report key metrics (KPIs) to senior leadership, providing insights on customer health and success.  

Required Experience/Skills: 

• Proficient in Tools & Resources: ClickUp, Microsoft Tools, Salesforce, Adobe, and other product related tools. 

• Account and People Management Experience: With 5+ years in account management and 2+ years leading teams, this role requires proven leadership in driving team growth and delivering results through customer success strategies.   

• Delegation and Prioritization: Strong delegation and prioritization skills are critical to managing a team while maintaining focus on strategic goals and achieving key performance indicators (KPIs).  

• Customer-Centric Mindset and Empathy: A customer-first approach, with empathy and an understanding of customer needs, is essential for ensuring satisfaction and long-term success.  

• Adaptability and Communication Skills: In a fast-paced environment where customer needs and technology evolve rapidly, strong adaptability and communication are key to success.  

• Proven Product Growth Expertise: A history of driving product growth through retention, upselling, and cross-selling initiatives aligns well with this role’s focus on contributing to revenue targets and overall business success.