Director, Customer Success

🕒 June 23

🇺🇸 United States – Remote

💵 $160k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 55%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Nsight Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💼 Consulting

📦 Logistics

🏥 Healthcare

💰 $75k Seed Round - Nsight Health on 2024-02

Consulting • Logistics • Healthcare

<Nsight Health> is a healthcare technology and services company that provides fully managed remote care programs — including Remote Patient Monitoring (RPM), Chronic Care Management (CCM), Principal Care Management (PCM), Behavioral Health Integration (BHI), and Remote Therapeutic Monitoring (RTM). Nsight partners with providers, health systems, ACOs, health plans, and life sciences organizations to deliver 24/7 clinically managed monitoring using FDA‑cleared devices, multi‑EHR integrations, and a U. S. -based clinical team, with turnkey enrollment, device logistics, and CMS-compliant documentation and reimbursement support. The company emphasizes outcomes, scalability, pay-for-performance models, and white‑label options for practices seeking to expand remote care without increasing internal staff or infrastructure.

📋 Description

• Lead the Customer Success team and own its results against clear performance standards • Recruit, develop, coach, and manage Customer Success Managers • Run the Customer Success operating cadence, including team huddles, escalation syncs, and weekly one-on-ones • Build playbooks, templates, and operating standards • Manage book allocation and workload to maintain balanced account coverage • Own account health standards and retention for Nsight Health’s customer book • Drive cancellation prevention and personally engage highest-stakes accounts • Own the long-term contracting motion across the book • Serve as senior escalation point for complex provider issues • Project manage issues to resolution with Support and Implementation leadership • Own quarterly business reviews and clinical outcomes across the book • Partner with Customer Growth in the shared pod model • Shape Customer Success reporting, dashboards, and account status definitions in HubSpot • Contribute to the Customer Success compensation model • Report book health, risk, and retention to leadership • Own provider referral generation and daily referral workflows • Build decision-maker relationships and track patient referral quotas

🎯 Requirements

• 7 or more years in Customer Success, client services, or account management • At least 3 years leading a team • Proven experience owning retention and reducing churn in a multi-client environment • Strong project management and de-escalation skills • Clinically literate or able to become fluent quickly • Comfortable speaking to clinical outcomes with providers • Player-coach leadership style, hands-on in the work and close to the accounts • High AI fluency and active, working use of AI tools in daily professional workflow • Strong analytical ability, including building health scoring views, diagnosing retention problems, and presenting corrective plans • Preferred: experience in remote care, RPM, CCM, or chronic care management and provider-facing relationships • Preferred: experience building health scoring, quarterly business review frameworks, onboarding programs, and escalation protocols • Preferred: hands-on experience inside HubSpot, including health score tracking and reporting dashboards • Preferred: background in a PE-backed or venture-backed high-growth environment • Preferred: experience operating in a pod model alongside a growth or sales team

🏖️ Benefits

• Eligible for an annual performance-based bonus of up to 30% based on company and individual performance • PTO accrual • Medical, dental, vision, and supplemental insurance options • 401(k) plan with 3.5% company match • Company-provided equipment