Director of Customer Success

Director, Customer Success
Join us. Let's make a direct impact in healthcare.
Being an Iodine employee means becoming part of something bigger: using clinical AI technology to drive smarter healthcare processes and positively impact patient care.
Who we are:
Iodine is an enterprise AI company that is championing a radical rethink of how to create value for healthcare professionals, leaders, and their organizations: automating complex clinical tasks, generating insights and empowering intelligent care. Powered by one of the largest sets of clinical data and use cases available, our groundbreaking clinical machine-learning engine, Cognitive ML, constantly ingests the patient record to generate real-time, highly focused, predictive insights that clinicians and hospital administrators can leverage to dramatically augment the management of care delivery.
What we're looking for:
Iodine Software is seeking a Director, Customer Success - to join the team. Reporting to Vice President, Customer Success, the Direct, Customer Success will manage a team Customer Success Managers (CSM) and ensure Iodine's customer's are engaged and adopting our best practices and workflows. You will be responsible for and ensuring that CSM's maintain and develop a strong and long-term relationship with our customers. We are seeking someone with a positive attitude, experience in the Revenue Cycle space and able to work in a high-paced environment.
What you'll do:
Our client base is growing rapidly, and we need talented, dedicated individuals to help drive our continued success. Our Director of Customer Success is responsible for delivering exceptional strategy and business support to our clients, and for growing and mentoring our Customer Success Manager team. This role is vital to ensure our clients are successful with our product and realize value. Specifically, you will:

• Support and enhance the overall vision and strategic plan for the Customer Success organization - focusing on increasing product adoption, leading a positive customer experience, and driving growth, hire, mentor, manage and expand a growing Client Success team of Client Success Managers.
• Drive accountability, development and improvement of individual Client Success Managers.
• Coach and assist individual Customer Success Managers to reach the ultimate goal of client retention and overall satisfaction.
• Develop, deliver and educate functional team goals to the broad Customer Success team through setting expectations on performance and continuously providing feedback through coaching.
• Build and nurture deep long-term strategic relationships with a portfolio of strategic clients.
• Act as business success expert in educating, guiding, and supporting clients as they progress through the Iodine lifecycle.
• Provide guidance and consulting for best practices and ROI analysis for clients to gain the most value from their program with Iodine Software.
• Advocate for product enhancements/new features and influence roadmap planning, based on client input. Be the voice of the customer.
• Develop knowledge articles to continually expand and improve Iodine Software's internal and external assets.
• Maintain client loyalty by coaching team to serve their clients above and beyond their expectations.
• Understand the client experience and develop proficiency in any client interface tools.
• Ability to develop and grow relationships with clients, especially those in leadership and/or executive roles.
• Assist with departmental projects across the Customer Success organization and larger organizational efforts.
• Work collaboratively with other departments within the Customer Success organization - Implementation, Clinical, Client Support, Product, Marketing, Sales, etc.
• Discover and understand early customer churn signals and drive processes throughout the organization to reduce churn and increase customer retention and advocacy.
• Uncover sales expansion opportunities within the customer base.

What we'd love to see:

• 8+ years of experience in a client services, customer success or business management leadership role overseeing growing teams.
• 5+ years of healthcare industry experience.
• Bachelor's degree in a relevant and applicable field.
• Outstanding oral and written communication skills.
• Demonstrated ability to manage multiple work streams simultaneously and efficiently.
• Creativity and a proven track record of identifying sales opportunities and potential gaps, in order to contribute proactive ideas for improvement.
• Team player DNA with a desire to solve for the interests of our clients and of our business.
• Strong project management skills.
• Excellent MS Office skills (PowerPoint, Word, Excel).
• Knowledge of Customer Success metrics including NPS, CSAT, KLAS.
• Experience using SalesForce and Gainsight platforms.
• Passion for health care and experience in the industry.
• Positive, self-starter attitude with desire to exceed expectations and ability to work extended hours when necessary.
• Attention to detail, highly organized, with an absolute focus on quality of work.
• Ability to travel up to 50%, if necessary.

Preferred Requirements:

• Applicants located in Austin, TX or Nashville, TN preferred
• Strong track record of academic achievement preferred
• MBA, MHA, CDI experience highly preferred
• Google Workplace skills

Please note this position is not restricted solely to the responsibilities listed above and that the job scope and responsibilities are subject to change.
What we offer:

• Health Benefits Package: Medical, Vision, Dental
• Telehealth
• Pharmacy Resources
• Savings and Spending Accounts
• Life & AD&D Insurance
• Disability Insurance
• Travel Assistance and ID Theft Protection
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Pet Insurance
• Employee Assistance Program
• Lifestyle Spending Benefit
• Legal Plan
• 401(k) Retirement Savings Plan and Match

Why should you join Iodine?
This is a unique opportunity to join a close-knit, rapidly growing team and help us improve a key piece of the organization. You will have the opportunity to drive smarter healthcare processes through technology, so hospitals can stay focused on patient care. You will join a passionate and ambitious team, with a proven record of success building multiple companies. Learn more about our company culture on Built In Austin and on our website at www.iodinesoftware.com.
At Iodine Software, we don't just accept DIFFERENCE - we celebrate it! We recognize that diversity benefits our employees, products, customers, and our community. We are committed to offering equal employment opportunities without regard to any legally protected characteristic. If you need a reasonable accommodation, please email [email protected] .
You must be currently authorized to work full-time in the United States on a permanent basis