Director of Client Success

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November 15

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InductiveHealth Informatics

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Healthcare Insurance • Security • Artificial Intelligence

InductiveHealth Informatics is a leading provider of integrated solutions for disease surveillance and public health data management. They operate platforms such as EpiTrax, ESSENCE, and NBS to offer configurable electronic disease surveillance solutions, including AI-enhanced data migration and open-source technology for electronic laboratory and case reporting. Boasting over a decade of experience in public health technology, InductiveHealth supports public health agencies worldwide by managing jurisdictional surveillance systems and providing data infrastructure, ensuring compliance with information security standards. The company plays a pivotal role in public health intervention, rapidly detecting outbreaks, and maintaining secure and scalable data environments. InductiveHealth's success stories include the development of the COVID-19 Data Tracker, highlighting its capability in providing critical epidemiological data during global health crises.

51 - 200 employees

⚕️ Healthcare Insurance

🔐 Security

🤖 Artificial Intelligence

📋 Description

• Leading, mentoring, and developing a team of Client Success Managers to drive client engagement, satisfaction, and retention. • Establishing and executing strategies to drive client renewals, minimize churn, and identify upsell and expansion opportunities. • Collaborating with client delivery, product, and support teams to ensure a seamless client experience and drive adoption of our solutions. • Overseeing client contract management, including renewals, negotiations, and compliance. • Partnering with internal teams and using internal solutions, Smartsheet/Salesforce/JIRA/etc., to maintain accurate client data. • Monitoring key client success metrics and using data-driven insights to improve team performance and client outcomes. • Acting as an escalation point for high-impact client concerns and ensuring timely resolution. • Advocating for client needs within the organization to inform product development and service enhancements.

🎯 Requirements

• 7+ years of experience in Client Success, Account Management, Client Stewardship or a related field, with at least 3 years in an applicable leadership role. • While not required, an understanding of government procurement processes and/or experience in public health and/or healthcare related industries is strongly desired. • Proven track record of managing and scaling client success and/or account management teams, ideally in a SaaS or technology-driven environment. • Strong leadership and people management skills, with experience overseeing a team of 5+ members. • Expertise in client stewardship, client retention strategies, general knowledge of contract management and negotiations, and revenue growth initiatives. • Excellent communication and relationship-building skills with both clients and internal stakeholders. • Ability to analyze data and drive insights to enhance team performance and client outcomes. • Experience working cross-functionally with Sales, Product, and Support teams. • Proficiency in client success tools (e.g., Gainsight, Salesforce, or similar platforms).

🏖️ Benefits

• Virtual first, remote organization and culture • Flexible Paid Time Off (PTO) • 401(k) retirement plan with corporate matching • Medical, prescription, vision, and dental coverage (multiple plans based on your needs) • Short Term and Long Term Disability (for employee) • Life Insurance (for employee) • New Team Member support for home office setup