Director, Client Success

Healthcare Systems and Technologies, LLC•Nashville, TN

8d•Remote

About The Position

The Director, Client Success leads strategy, execution, management, and leadership across HST Pathways’ Client Success organization to drive technology adoption and growth, improve renewals, and generate strategic insights that increase product value. The role oversees the health, retention, and growth of the entire customer portfolio, including top corporate accounts and small and mid-market customers. It manages Corporate Client Managers, a Manager of Client Success, and Client Success Managers, while partnering across functions and potentially leading additional client-facing functions as business needs evolve. This is a hands-on leadership role focused on coaching teams to solve client problems, strengthening relationships, and improving client satisfaction. The Director serves as an escalation point, represents the voice of the customer, aligns corporate account strategies with client and company goals, and leads cross-functional improvements to processes, systems, and policies. A core focus is making Client Success faster, smarter, and more scalable through AI and continuous optimization. The Director owns the Client Success AI strategy, pilots and scales AI-enabled tools and workflows, develops predictive approaches to client health and churn risk, optimizes processes and team capacity, and builds an experimentation culture. The role also coaches teams in AI use, establishes responsible-use practices, partners with Product, Technology, Security, and Compliance on healthcare data privacy, and reports measurable business impact to the Executive Leadership Team. The position is remote. HST Pathways is a profitable, fully remote SaaS company focused on software for surgery centers and improved healthcare outcomes.

Requirements

Bachelor’s degree required.
At least 3 years of Client Success-related management experience, including leadership of managers and multi-team organizations.
Experience in data and financial analysis and client account management.
Hands-on experience applying AI, automation, or advanced analytics to improve customer success, support, or operational outcomes, with a track record of scaling pilots into measurable results.
Working knowledge of modern AI tools and concepts, with sound judgment regarding responsible use, data privacy, and security.
Demonstrated process optimization and change management experience, including rolling out new tools and ways of working to client-facing teams.
Sales and business development background.
Ability to communicate, present, and influence at all organizational levels, including executive and C-level audiences.
Expertise managing client relationships for complex products, including customer success, onboarding, and account management; technology-company experience is preferred in the description.
Technical aptitude and curiosity to learn the HST product suite, understand customer needs, and explain how HST addresses customer problems.
Cross-functional experience communicating and managing relationships with technical and commercial internal stakeholders.
Comfort with ambiguity and organizational change, and ability to take on expanded scope as the business grows.

Nice To Haves

Experience leading or partnering with adjacent client-facing functions such as onboarding, training and education, support, or professional services.
Working knowledge of the surgery center and healthcare industry.
General familiarity with cloud-based applications and technologies.

Responsibilities

Oversee the operational excellence and profitability of the full customer base, including top corporate accounts and small and mid-market customers.
Manage Corporate Client Managers, a Manager of Client Success, and Client Success Managers, coaching them to improve client health, satisfaction, and retention.
Partner across the Client Success organization and potentially lead additional client-facing functions and initiatives as business needs evolve.
Serve as an escalation point for surgery center and partner needs; coordinate prompt internal resolution and ensure solutions support lasting client partnerships.
Develop annual strategies for corporate client partnerships, including meeting cadences and plans for success, and align HST teams around corporate account goals.
Track and drive team OKRs and KPIs, including CSQLs, NPS, NRR, GRR, product adoption and expansion, retention, renewals, efficiency, capacity, and AI and automation adoption.
Oversee operational initiatives for existing clients and strategic corporate account partners.
Represent the voice of the customer to internal stakeholders and departments.
Improve Client Success systems, standards, metrics, processes, and policies in partnership with cross-functional teams.
Host internal meetings to address escalations and drive process improvement.
Drive adoption, expansion, retention, and advocacy across small and mid-market customers, with a stated retention target of 90% or higher.
Align team processes and procedures and build relationships that support accountability and consistency.
Lead cross-functional initiatives involving customer journeys, voice of the customer, product feedback, and client training and education.
Oversee Gainsight and the broader Client Success technology stack, maximizing consistency and value through automation and AI.
Define and own the Client Success AI strategy and roadmap, identifying high-impact applications across onboarding, adoption, health monitoring, renewals, expansion, and support.
Evaluate, pilot, and operationalize AI tools and workflows such as account planning, QBR preparation, meeting summaries, risk detection, and client communications.
Use data and AI to develop predictive health scoring, churn-risk signals, and expansion indicators across Gainsight, Salesforce, and other client data sources.
Optimize workflows, handoffs, coverage models, and team capacity to improve efficiency, response times, and time-to-value.
Establish repeatable experimentation practices, measure results, and scale successful initiatives.
Train and coach the team in AI use, establish best practices and guardrails, and lead change management for new tools and work practices.
Partner with Product, Technology, Security, and Compliance to support secure AI adoption consistent with healthcare data privacy requirements.
Measure and report the ROI of AI and optimization initiatives, including retention, expansion, productivity, and client experience outcomes, to the Executive Leadership Team.
Coach team members on performance and serve as a resource and guide.
Partner with People Services on performance improvement plans and personnel issues.
Lead regular one-on-one meetings and mid-year and year-end performance reviews.
Review and approve or deny team members’ PTO and leave requests.
Communicate company-wide initiatives, including trainings, surveys, events, and announcements.
Model AI-forward ways of working and foster a cohesive team culture that upholds company values.