Director of Partner Success

Chorus Innovations•Long Beach, CA

4d•$160,000 - $180,000

About The Position

The Director of Partner Success leads Chorus’s account management and customer success functions, bridging two distinct customer management tiers: high-touch, complex public sector partnerships and traditional SaaS account operations. This role combines high-level departmental leadership, overseeing Strategic Account Leads, Partner Success Managers, and Technical Support, with direct, strategic stewardship of our most complex county and state-level relationships. The Director ensures that Chorus proactively manages account health, drives retention and expansion in alignment with Sales & Expansion leadership, and maintains strict scope discipline and delivery standards across all customer partnerships.

Requirements

7+ years in CS or Account Management leadership, with proven experience navigating multi-stakeholder enterprise or public sector environments (e.g., healthcare, EHR, behavioral health, county/state agency tech).
Equal comfort leading high-touch, long-cycle strategic relationship management and high-velocity, process-driven SaaS operations (ticketing, onboarding metrics, adoption telemetry).
Proven ability to coach team members across distinct disciplines (from strategic advisors to technical support leads) while stepping directly into client-facing strategy and critical escalations.
Demonstrated capability in reading political/organizational dynamics, mitigating risks early, and maintaining strict contract scope discipline.
Strong track record collaborating with Sales, Delivery, and Product leadership to align client needs with platform capabilities.

Responsibilities

Serve as the senior executive sponsor for complex, multi-agency county and state accounts. Build trusted relationships with agency heads, county directors, and health system executives.
Own the net retention rate (NRR) and portfolio health. Establish early-warning systems to identify political shifts, leadership turnover, adoption bottlenecks, or scope creep before they threaten account stability.
Serve as the primary internal and external escalation leader for critical client issues, pulling in cross-functional resources to protect partnership trust and resolve root causes.
Direct, mentor, and build a high-performing team spanning Strategic Account Leads, Partner Success, Technical Support, and Training. Set clear accountabilities and drive a culture of execution.
Standardize and scale playbooks for account onboarding, joint business planning, adoption tracking, customer support, and training across all account tiers.
Define, measure, and report on core CS metrics—including NRR/GRR, account health scores, CSAT/NPS, and support SLA resolution targets—to executive leadership.
Partner with Sales & Expansion leadership to identify growth opportunities grounded in delivery realities, clinical readiness, and contract scope (without carrying a direct sales quota).
Align customer organizational priorities with contractual milestones and product capabilities to ensure clients realize tangible ROI.
Channel operational feedback, client risk signals, and feature requirements directly to Product, Engineering, and Delivery teams to guide platform priorities.
Guide and mentor staff managing high-complexity, multi-agency county and state systems.
Coach Partner Success team on setting clear, firm boundaries to manage internal and external expectations around timelines, contracts, and implementation scope.