Customer Success Director/Senior Customer Success Director

Title: Customer Success Director; Senior Customer Success Director

Reporting to: Principal, Healthcare Strategy or VP, Client Success

Location: Remote; Preference for Washington, DC metro area. Ability to travel ~30% required.


Opportunity:

Get Well is seeking a highly motivated and results-driven Director or Senior Director to join our Customer Success team. This individual will be responsible for managing a portfolio of hospital and health system clients, focusing on both client retention and revenue growth. The Customer Success Director will work closely with clients to ensure the successful deployment and ongoing adoption of our healthcare technology solutions, ensuring they are maximizing the value of our solutions and achieving clear ROI.

*Internal Deadline for Get Well Employees is Friday, April 18

Responsibilities:

Account Renewal & Growth:

• Lead and manage the end-to-end renewal process, ensuring timely and successful contract renewals.
• Identify and pursue opportunities for account growth, including upselling and cross-selling additional products or services.

Customer Relationship Management:

• Serve as the primary point of contact for a set  hospital and health system clients, fostering deep, long-term relationships.
• Develop knowledge of each client's goals and challenges to provide tailored recommendations for product utilization that maximize value.
• Proactively address client inquiries, concerns, and escalations to ensure client satisfaction, retention, and growth.

Project Management & Support:

• Oversee the implementation and onboarding processes for new clients or new technology deployments, ensuring successful delivery and customer satisfaction.
• Manage post-sale activities, ensuring smooth transitions and ongoing support for customer needs.
• Track customer health and adoption metrics, providing customers with regular updates on product usage and outcomes.

Performance & Reporting:

• In close partnership with the data team, track customer health and adoption metrics, providing customers with regular updates on product usage and outcomes.
• Monitor customer performance and satisfaction, using data and feedback to guide account planning.
• Provide regular reports to customers and internal stakeholders on account status, key performance indicators, and growth opportunities.
• Prepare and deliver quarterly business reviews (QBRs) with key client accounts, aligning solutions to their evolving needs and priorities.

Requirements:

• 6 years of account management experience, preferably in the healthcare or healthcare technology industry.
• Industry Knowledge: Strong understanding of healthcare environments (hospitals, health systems, clinical workflows) and how technology can drive efficiencies and improve patient care.
• Client Management: Proven track record of managing client relationships, driving renewals, and identifying opportunities for account expansion.
• Communication Skills: Excellent written and verbal communication skills, with the ability to engage and influence clients at all levels.
• Problem-Solving: Strong analytical and problem-solving skills to address client challenges and offer tailored solutions.
• Project Management: Experience managing complex projects, including technology implementations and process improvements.
• Education: Bachelor’s degree in Business, Healthcare Administration, Information Technology, or a related field (preferred).
• Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI in accordance with organizational policy and Federal, State, and local regulations

About Get Well:

Now part of the SAI Group family, Get Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys, both inside and outside the hospital. Get Well is combining high-tech AI navigation with high-touch care experiences driving patient activation, loyalty, and outcomes while reducing the cost of care. For almost 25 years, Get Well has served more than 10 million patients per year across over 1,000 hospitals and clinical partner sites, working to use longitudinal data analytics to better serve patients and clinicians. AI innovator SAI Group led by Chairman Romesh Wadhwani is the lead growth investor in Get Well. Get Well’s award-winning solutions were recognized again in 2024 by KLAS Research and AVIA Marketplace. Learn more at Get Well and follow-us on LinkedIn and Twitter.

When it comes to careers, our approach is simple: empower employees to do their best work and live their best professional and personal lives. Meeting the needs of a diverse group of employees across more than 30 states means offering tools to support financial, physical and emotional well-being and the choice to design what meets your needs. You’ll find everything you’d expect and many things you don’t: exceptionally generous paid time away from work, a variety of paid leave programs, savings opportunities with 401(k) and incentive plans, internal education programs, full array of health benefits, fitness reimbursement, cell phone subsidy, casual offices with snacks and drinks, peer recognition programs, health advocacy and employee assistance programs, chili cook-offs, pet insurance (yes, really) and so much more. Our most valuable benefit? An environment that supports YOU. The estimated pay range for this position is $110,000 - $160,000  in base salary plus annual incentive bonus. Base salary is dependent on many factors including, but not limited to education, experience and skills. This range is subject to change and may be modified in the future.

Get Well is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.

Salary : $110,000 - $160,000