Director of Customer Success

PaceMate™•Clearwater, FL

3d•$150,000 - $175,000•Remote

About The Position

Joining the PaceMate™ Team means becoming a vital part of a group that is dedicated to using technology to benefit patients, caregivers, and hospital administrators while driving healthy turnkey solutions that identify lost revenues and inefficiencies. We are currently seeking a Director of Customer Success, who will play a critical role in supporting PaceMate’s customer base within represented facilities across the United States. This role leads the Customer Success team with a focus on operational rigor, standardization, scalability, and strong people leadership and development. The Director of Customer Success is responsible for building and maintaining relationships with existing clients, partnering with them to identify needs, and ensuring PaceMate’s products and services are utilized appropriately and profitably. This role also develops strategies to grow and retain the client base while ensuring the team delivers high-quality, cost-effective service. The Director oversees the team responsible for onboarding, managing, maintaining, and supporting the upsell of existing accounts in collaboration with the Key Accounts team. This work is accomplished through activities including, but not limited to, building corporate-level relationships, conducting hospital/group practice/account business reviews, and engaging in direct interactions and sales calls with key stakeholders. This role collaborates closely with the Sales, Key Accounts, and EHR Integrations teams to manage onboarding and ongoing client success for new and existing customers.

Requirements

5+ years of people leadership/team management experience, preferably in a CRM and/or healthcare technology environment
4+ years of operational leadership experience
Proven ability to develop strategies, translate them into initiatives, and track successful delivery
Excellent communication and interpersonal skills
High computer literacy (Outlook, Salesforce, ClickUp, Excel, Word, Adobe, PowerPoint)
Bachelor’s degree required
Travel up to 25%
Maintain a dedicated, separate office or room at home to ensure privacy and professional working conditions.
Maintain a reliable, high-speed internet connection at your residence.
Must reside and work exclusively within the contiguous United States.
You must inform and receive approval from the IT department before working from any location other than the legal address PaceMate has on file. To update your address or request approval for a temporary work location, contact PaceMate IT or your HR representative. Additional information is available in the PaceMate official handbook.
When confidential information is carried into a foreign country, it must be stored in an inaccessible form (e.g., encrypted external storage) or remain in the worker’s possession at all times. PaceMate workers may not take secret PaceMate information into another country without permission from Physical Security management.

Responsibilities

Provide strong people leadership, coaching, and mentoring to Customer Success Managers and Customer Success Associates in a remote environment.
Develop strategies to build operational rigor, standardization, and scalable process improvement within the department.
Develop, monitor, and report department and staff KPIs (Key Performance Indicators).
Collaborate with the Implementation Program Manager, Sales, Key Accounts, Marketing, Education, Product Support & Development, and Service teams to ensure clients are served appropriately.
Ensure business reviews and customer touchpoints are documented in Salesforce by Customer Success Managers in accordance with policy.
Address escalated client issues with speed and urgency, coordinating resources across the company as appropriate.
Develop a deep understanding of client workflows, needs, and expectations of PaceMate.
Ensure new customers are onboarded efficiently and on time, with high-quality training.
Ensure internal and external stakeholders are aligned with service-level changes, per policy.
Develop tactics that deliver the most appropriate products and services to clients.
Use strong communication skills to present to and influence key stakeholders within the customer base.
Recruit, develop, and retain a high-performing Customer Success team.
Provide clients with product information, demonstrations, analytics, and related resources.
Maintain and grow business within contracted groups.
Manage departmental expenses within budget.