Job Details

Job Location: USA Remote - Nashville, TN

Position Type: Full Time

Salary Range: Undisclosed

Job Shift: Day

Company Overview

HealthStream is the leader in healthcare workforce solutions. We help organizations work better by helping their people work smarter. HealthStream provides the leading learning, clinical development, credentialing, and scheduling applications delivered on healthcare’s #1 platform. We streamline everyday tasks while improving performance, engagement, and safety – fostering a workplace where people flourish, and care thrives.

Why Join Us

At HealthStream, you’ll have the opportunity to make a meaningful impact on the future of healthcare by collaborating with a team of talented professionals dedicated to innovation and excellence. We offer competitive compensation, comprehensive benefits, and a supportive work environment where creativity and collaboration thrive. Our shared vision is to enhance the quality of healthcare by empowering the people who deliver care – a commitment we have upheld for over 30 years through providing innovative solutions and driving constant growth. Join us in revolutionizing the healthcare industry and shaping the future of patient care.

Position Information

Position Overview

The Director, Customer Success will design a customer engagement model that delivers the intended outcomes for our customers and business. You will ensure customers derive maximum value and utilization from our various SaaS solutions with a focus on optimizing customer satisfaction, retention, and growth.

Key Responsibilities

• You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training.
• Shape the vision and direction of our customer engagement model with CE Management leadership to achieve optimal NPR scores and a successful renewal process.
• Develop, analyze, and communicate customer health metrics to proactively address churn risk, utilization, and customer satisfaction.
• Execute on a defined customer success strategy and quantify results using reports and dashboards.
• Design processes with cross functional teams such as Sales, Onboarding, Training, Product Management, Development and Customer Support to optimize time to adoption, identify upsell opportunities, and to improve customer experience throughout the customer life-cycle.
• Gain an expert understanding of our customers and their needs in order to recommend effective strategies to improve overall customer experience.
• Participate in customer meetings and establish executive level relationships.
• Maintain a deep understanding of our solutions, ensuring customers are receiving expert guidance on their journey to adoption.
• Serve as the voice of the customer while utilizing effective business and sales strategies.
• Work closely with CE Management and HealthSteam Customer Success leadership on mutual plans to achieve expected customer and business outcomes.

Qualifications: Requirements

• 5-7 years in a customer success leadership role
• Experience in the full customer life cycle – Sales, Training, Onboarding, Ongoing Customer Support and Success
• Knowledge of HealthCare SaaS Development, QA and Product Management
• Proven results in a customer success leadership role
• Excellent communication and interpersonal skills
• Above average presentation skills
• Advanced problem analysis and problem-solving skills
• Renewals forecasting
• Customer risk mitigation
• Data analysis and interpretation
• Microsoft office, CRM, success management tools
• Proven ability to influence and drive change across all levels of the organization.
• Ability to thrive in a self-directed environment, working collaboratively with cross-functional teams.
• Ability to develop a highly effective team.
• Ability to prioritize, multi-task, and analyze data to achieve an outcome.
• Travel up to 10% to customer sites and/or Nashville headquarters.

Compensation

The salary range for this position is $101,100 - $130,000. Salary will be determined by the candidate’s level of experience and qualifications. Compensation will be commensurate with skills, relevant experience, and performance in similar roles.

Benefits

HealthStream offers a comprehensive benefits package to eligible employees, including: Medical, Dental and Vision insurance, Paid Time Off, Parental Leave, 401k and Roth, Flexible Spending Account, Health Savings Account, Life Insurance, Short- and Long-Term Disability, Medical Bridge Insurance, Critical Illness Insurance, Accident Insurance, Identity Protection, Legal Protection, Pet Insurance, Employee Assistance Program, Fitness Reimbursement.

Recruitment Fraud Notice

HealthStream is committed to protecting job seekers from recruitment fraud. All legitimate communications from HealthStream’s Talent Acquisition team will come from an official HealthStream email address. HealthStream will never ask candidates to pay fees, purchase equipment, provide banking information, or share sensitive personal information outside of our secure hiring and onboarding process. If you receive a suspicious message claiming to be from HealthStream, please proceed with caution and report it to the appropriate authorities.