Director, Client Success

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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HST Pathways

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

HST Pathways is a software provider that specializes in solutions for Ambulatory Surgery Centers (ASCs). Their platform covers the full lifecycle of surgery center operations, from scheduling and billing to patient engagement and data analytics. HST Pathways offers integrated tools for financial management, clinical operations, patient payments, and electronic charting, enhancing efficiency and enabling data-driven decision-making. The company is committed to providing seamless integrations, rigorous security standards, and proactive customer support. With a focus on optimizing operational processes, HST Pathways aims to alleviate common challenges faced by ASCs, such as disjointed tools and inefficient workflows, by offering a comprehensive, cloud-based platform tailored for these healthcare facilities.

📋 Description

• Drive strategy, execution, management, and leadership to grow and increase adoption of HST Pathways’ healthcare software • Boost renewals and generate strategic insights that improve product value • Champion AI and operational optimization across the client lifecycle • Define and own the Client Success AI strategy and roadmap across onboarding, adoption, health monitoring, renewals, expansion, and support • Evaluate, pilot, and operationalize AI-powered tools and workflows • Develop predictive health scoring, churn-risk early-warning signals, and expansion indicators across Gainsight, Salesforce, and other client data sources • Optimize workflows, hand-offs, coverage models, and team capacity • Build repeatable experimentation processes and measure results • Train and coach the team on AI tools, best practices, guardrails, and playbooks • Partner with Product, Technology, Security, and Compliance on responsible AI and healthcare data privacy • Measure and report AI and optimization ROI to the Executive Leadership Team • Oversee operational excellence and profitability for the entire customer base, including Top 18 Corporate customers and Small and Mid-Market accounts • Manage Corporate Client Managers, a Manager of Client Success, and Client Success Managers • Serve as an escalation point for surgery center and partner needs • Lead corporate client strategy, meeting cadences, process improvement, and alignment with Growth, Product, and Client Services • Track and drive OKRs and KPIs, including CSQLs, NPS, NRR, GRR, product expansion, adoption, retention, renewals, and team efficiency • Provide the voice of the customer to internal stakeholders • Report retention, expansion, and business operations workstreams to the Executive Leadership Team and Board of Directors • Host internal meetings to drive escalation and process improvement • Drive adoption, expansion, 90%+ retention, and advocacy across small and mid-market customers • Oversee Gainsight and the broader Client Success technology stack • Coach team members, conduct 1:1s and performance reviews, manage PIPs and personnel issues, and approve PTO and leave requests • Champion company-wide initiatives and foster a cohesive team culture

🎯 Requirements

• Bachelor’s degree required • Management experience required, including leading managers and multi-team organizations • Prior experience in data and financial analysis and client account management required • Hands-on experience applying AI, automation, or advanced analytics to improve customer success, support, or operational outcomes, with a track record of taking pilots to scaled, measurable results • Working knowledge of modern AI tools and concepts, including large language models, AI assistants, and workflow automation • Sound judgment on responsible AI use, data privacy, and security • Demonstrated process optimization and change management experience • Sales and business development background required • Ability to communicate, present and influence at all levels of an organization, including Executive and C-level • Expertise managing client relationships for complex products, including customer success, onboarding, and account management experience, preferably at a technology company • Technical aptitude and ability to understand customer needs and provide vision for how HST solves customer problems • Cross-functional experience communicating and managing relationships with internal technical and commercial stakeholders • Experience leading or partnering with adjacent client-facing functions such as onboarding, training and education, support, or professional services is preferred • Comfortable with ambiguity and organizational change, with demonstrated ability to take on expanded scope as the business grows • Working knowledge of surgery center and healthcare industry preferred • General familiarity with cloud-based applications and technologies is a plus

🏖️ Benefits

• Remote work environment • Health benefits paid for employee • Flexible Paid Time Off Policy • 11 company holidays per year • Paid parental leave • 401K with matching contributions • Learning and development allowance • A diverse, inclusive, and fun team

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