Director of Client Success

Counsel Health

About The Position

Counsel Health is seeking a high-caliber, strategic Director of Client Success to serve as the primary architect of our post-sales engine. This is a foundational "0-to-1" leadership role designed for someone who thrives at the intersection of complex enterprise account management and internal operational builds. You will manage our largest, most complex healthcare clients—navigating multi-stakeholder ecosystems that include clinical, technical, legal, and executive teams. You won't just be managing relationships; you’ll be building the reporting functions, SOPs, and expansion strategies that define how Counsel Health scales its commercial footprint. You will own The Client Lifecycle: From post-sales handoff to renewal and expansion, you are the face of Counsel Health for our most massive enterprise partners. The CS Infrastructure: Building the "source of truth" for client health—selecting tools, creating reporting dashboards, and moving our processes from manual decks to scalable systems. The Expansion Engine: Identifying opportunities to deepen our footprint (e.g., chronic condition modules) and driving net-new leads through your existing client networks.

Requirements

Experience: 8+ years in Client Success or Customer Experience, specifically within early-stage tech startups. You must have experience building a CS function from the ground up.
Domain Expertise: A deep background in Health-Tech, Digital Health, or Retail Healthcare is non-negotiable. You understand the complexity of health plan cycles and clinical workflows.
Enterprise Navigation: Proven ability to build consensus across "messy" stakeholder groups in the post-sales process (Clinical, Legal, IT) and provide innovative solutions. You are an expert in expanding a company’s footprint in large healthcare and consumer health organizations.
Operational Rigor: You are comfortable in the weeds of CRM management (HubSpot) and data visualization, but can pivot instantly to delivering a high-level pitch to a C-suite executive.
Startup Grit: You are highly energized by ambiguity and the "fast-paced" nature of an evolving company. You don't wait for a playbook—you write it.

Nice To Haves

Existing Network: Deep, "warm" connections within major health plans or retail health giants that you can leverage for intros and growth.
Hybrid Skillset: Experience in both Sales and CS, with a knack for identifying "upsell" triggers during the implementation phase.
Technical Fluency: Comfort navigating clinical data types (RX types, care protocols) and translating them into business value for clients.

Responsibilities

Strategic Account Management: Manage day-to-day operations for complex, multi-stakeholder clients across clinical, technical, legal and executive teams. You will ensure high satisfaction, clinical alignment, and contract renewals.
Reporting & Analytics: Build out our client reporting function from scratch. You’ll partner with Product, Engineering, and Clinical teams to create automated dashboards and high-level decks for executive reviews.
Sales Partnership: Support the go-to-market strategy by contributing to pricing discussions and sales enablement. You'll use your existing network to gain intros to high-level execs at potential partner organizations.
Cross-Functional Advocacy: Serve as the "Voice of the Client" internally, partnering with our Clinical Reporting lead and Product teams to roadmap future features based on client feedback.
Client Advisory Board: Establish and lead a Client Advisory Board to gather formal feedback and co-create our long-term product vision with our most strategic partners.