Director, Customer Success

Nsight Health• US,

1d•$160,000 - $180,000•Remote

About The Position

Nsight Health is transforming how care is delivered through Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Behavioral Health Integration (BHI). We empower healthcare providers to manage chronic conditions using real-time data, AI-enabled technology, and 24/7 clinical support. Our HIPAA-compliant platform connects patients and care teams nationwide—improving outcomes, adherence, and peace of mind. Join a fast-growing, mission-driven team that blends healthcare and technology to make a measurable difference in people’s lives. Nsight Health — Where Technology Meets Compassion. Position Summary: We are seeking a Director of Customer Success to lead the team that owns the health and retention of our book of business. Reporting to the Chief Operating Officer, you will lead a team of Customer Success Managers and serve as the senior escalation point above the front line — the person who steps in directly when a sophisticated provider needs a sophisticated answer. You own account health, retention, long-term contracting, and the resolution of the complex issues that keep accounts whole. You partner closely with the Customer Growth team in a shared pod model: they drive expansion, you keep the book healthy enough to expand, and the tension between the two keeps accounts both well and growing. Your team project manages issues to resolution, runs quarterly business reviews, actions clinical outcomes, and de-escalates the hardest provider conversations with composure and clinical credibility. This is a hands-on leadership role at the fastest-growing company in the portfolio. You set the standard for how the team protects revenue, you coach to it every day, and you personally engage the accounts where the stakes are highest, turning tense moments into stronger, more durable relationships. AI Fluency Requirement - Non-Negotiable Nsight Health is an AI-first organization. Every member of our leadership and operations team is expected to actively use AI tools in their day-to-day work - not as a novelty, but as a core productivity multiplier. This role requires genuine curiosity about AI, comfort experimenting with tools like Claude, ChatGPT, and workflow automation platforms, and the judgment to know when AI helps and when it doesn't. If AI makes you uncomfortable, this is not the right role.

Requirements

7 or more years in Customer Success, client services, or account management, with at least 3 years leading a team.
Proven experience owning retention and reducing churn in a multi-client environment.
Strong project management and de-escalation skills, with the willingness to own the hardest accounts personally.
Clinically literate, or able to become fluent quickly, and comfortable speaking to clinical outcomes with providers.
A player-coach leadership style, hands-on in the work and close to the accounts.
High AI fluency, meaning active, working use of AI tools in your daily professional workflow.
Strong analytical ability, able to build a health scoring view, diagnose a retention problem at the root, and present a plan to fix it.

Nice To Haves

Experience in remote care, RPM, CCM, or chronic care management and provider-facing relationships.
Experience building health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols.
Hands-on experience inside HubSpot, including health score tracking and reporting dashboards.
Background in a PE-backed or venture-backed high-growth environment where speed and accountability were expectations rather than aspirations.
Experience operating in a pod model alongside a growth or sales team.

Responsibilities

Team Leadership and Operating Cadence: Recruit, develop, and lead the Customer Success Manager team, setting clear performance standards and owning the team's results against them. Run the Customer Success operating cadence, including team huddles, the deep dive and escalation sync, and weekly one-on-ones with each Customer Success Manager. Coach the team on account strategy, de-escalation, and provider conversations, and build the playbooks, templates, and standards the team runs on. Manage book allocation and workload across the team so coverage stays balanced and no account goes unattended.
Book Health and Retention: Own the green, yellow, and red health standard across the Nsight book and hold the team accountable to keeping accounts green, including a direct line to every decision maker. Own the retention number for the book, driving cancellation prevention through the team and stepping in personally on the accounts where the stakes are highest. Own the long-term contracting motion across the book, setting the play and ensuring the team executes it consistently.
Escalations and Cross-Functional Leadership: Serve as the senior escalation point above the front line, personally engaging providers with clinical and commercial credibility on the highest-stakes accounts. Own the standard for how issues are project managed to resolution, partnering with Support and Implementation leadership to keep resolution fast and clean. Own the quarterly business review and clinical outcomes motion across the book, ensuring every account has program value and results put in front of it. Partner with Customer Growth in the pod model, using the healthy tension between retention and growth to keep the book both healthy and expanding.
Data and Continuous Improvement: Help shape the Customer Success reporting and dashboards in HubSpot and the green, yellow, and red account status definitions. Contribute to the design of the Customer Success compensation model. Bring a clear, honest read on book health, risk, and retention to leadership on a regular cadence.
Provider Referral Growth: Own provider referral generation across the Nsight Health book, getting providers to refer patients directly as they come through the door. Lead the daily motion of logging into provider systems, identifying eligible patients, putting the opportunity in front of the provider, and following up to confirm the referral happened. Own the relationship with the decision maker at each provider, building the trust that converts a one-time referral into a lasting habit. Carry and track a patient referral quota for the team with clear targets for each Customer Growth Manager and each provider.