Director of Customer Success

August 27

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Riverside Insights

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Providing Insights That Elevate Potential

Assessment • Education • K-12 • Clinical and Special Needs • Psychology

201 - 500

Description

• Cultivate retention of existing business by ensuring customers get the most value from our products and services • Lead, mentor, and develop a Customer Success team • Partner with Operations department to iterate on customer health scoring mechanism founded in SaaS success best practices • Grow existing account revenue by helping customers expand usage of our products & services across service lines • Provide monthly forecasts of renewal sales performance to ImPACT General Manager • Partner cross-functionally with ImPACT’s Product Manager to establish CSAT baseline score • Create an efficient adoption process that ensures all customers successfully navigate from initial purchase to actively testing • Successfully convert existing Healthcare customer base to new subscription model, iterating on incentives to retain and expand accounts • Advocate on behalf of our customer needs to the Product team

Requirements

• 5+ years of Customer Success experience, 2+ years of management experience • SaaS experience • Experience working at a high-growth or small business • HealthTech / MedTech experience is a plus • Ability to set a clear vision and strategy • Proficiency in identifying and addressing skill gaps within the team, investing in training sessions for product knowledge and customer engagement enhancement • Strong communication and conflict resolution skills • Skill in fostering cross-functional collaboration • Ability to understand the healthcare customer base, identifying needs, preferences, and potential objections • Capacity to create mechanisms for capturing feedback

Benefits

• Medical, Dental, and Vision plans • Company paid basic life and AD&D insurance • Company paid short-term and long-term disability • Supplemental life insurance options • Company paid Employee Assistance Program (EAP) • Retirement plan with discretionary company matching • Flexible Spending Account (FSA) and Health Savings Account (HSA) options • Premium subscription to Calm for employee and dependents • Company paid time off (PTO) • 13 named holidays, 2 floating holidays, and 4 early-release half days • Flexible work arrangements • Work-from-home expense reimbursement • Tuition Reimbursement Program • Company orientation and 30/60/90 Day Onboarding