Clinical Success Director

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Clinical Success Director based in the United States. The Clinical Success Director will lead strategic customer relationships and drive adoption, measurable outcomes, renewals, and account expansion across a portfolio of senior living operators. This high-impact role combines clinical understanding, commercial ownership, and executive-level relationship management to help customers maximize the value of innovative healthcare technology. You will partner with senior executives and community-level clinical leaders, translating performance data into actionable insights and demonstrating clear return on investment. Working across Sales, Product, and clinical teams, you will identify growth opportunities, resolve complex challenges, and strengthen long-term partnerships. The role also offers an opportunity to mentor customer success professionals, share best practices, and elevate performance across the broader organization without direct people-management responsibilities. Ideal for a commercially minded, proactive leader, this position offers the opportunity to influence how older adults receive safer, more connected, and higher-quality care.

Strategic Account Ownership: Serve as the primary relationship owner for executive stakeholders across an assigned portfolio of senior living operator accounts, building trust and aligning solutions with customer priorities. Commercial Performance and Retention: Drive renewals and net dollar retention (NDR) by understanding customer needs, managing renewal cycles, identifying risks, and demonstrating ongoing value. Account Expansion: Identify and develop expansion opportunities within existing accounts, build compelling business cases, and partner with Sales to convert opportunities into revenue. Executive Business Reviews: Lead executive business reviews (EBRs), using data-driven storytelling to communicate performance, demonstrate return on investment, and connect product utilization with measurable operational and clinical outcomes. Adoption and Utilization: Monitor product adoption and usage across customer organizations, identify barriers to engagement, and develop targeted strategies to improve utilization and customer impact. Customer Problem-Solving: Take ownership of complex account challenges, develop practical solutions, and coordinate the appropriate resources to achieve successful outcomes. Account Planning and Execution: Develop structured account plans and joint impact plans, track progress against objectives, and maintain strong operational discipline across a complex portfolio. Executive and Operational Engagement: Navigate effectively between executive-level strategy and community-level operations, adapting communication and problem-solving approaches to the needs of each stakeholder. Cross-Functional Collaboration: Represent the voice of the customer internally, identify emerging themes and risks, and work closely with Sales, Product, and clinical and customer operations teams to support account success. Mentorship and Knowledge Sharing: Mentor Customer Success Managers (CSMs) and Clinical Success Directors (CSDs), share effective frameworks, conduct account debriefs, and help strengthen customer success practices across the organization. Continuous Improvement: Identify opportunities to improve account management processes, customer engagement, and the overall delivery of customer value. Requirements: At least 7 years of experience in customer success, account management, or other enterprise client-facing roles within a SaaS, health technology, or comparable environment. Demonstrated commercial ownership, including experience managing renewals, account expansion, revenue performance, and net dollar retention outcomes. Proven ability to manage complex, multi-stakeholder customer relationships and build trusted partnerships with senior executives and operational leaders. Strong executive communication and presentation skills, with experience leading business reviews and translating performance data into clear business insights and recommendations. Strong analytical and commercial judgment, including the ability to demonstrate return on investment, identify account risks, and develop evidence-based expansion strategies. A proactive, solutions-oriented mindset, with the ability to make decisions, navigate ambiguity, and take accountability for outcomes in a fast-moving, high-growth environment. Excellent organizational and operational skills, including the ability to develop account plans, manage competing priorities, maintain consistent follow-through, and coordinate cross-functional resources. Ability to operate comfortably at both strategic and operational levels, from executive discussions to troubleshooting adoption or utilization challenges within individual communities. Experience working collaboratively with Sales, Product, clinical, and customer success teams. A clinical credential or meaningful clinical experience is a strong advantage, although it is not required. Experience in senior living, long-term care, or post-acute care is preferred. Demonstrated ability to mentor colleagues, share best practices, and influence team performance without formal people-management responsibilities. Travel requirements: Approximately 30% travel for on-site customer visits, executive business reviews, and key client engagements. Work arrangement: Remote within the United States. Benefits: Base salary: $175,000–$185,000 annually, with the final offer determined by work location, relevant experience, skills, and internal equity. Performance incentives: Eligibility for variable compensation and a performance-based bonus. Equity: Equity opportunities that provide ownership in the organization’s long-term growth. Healthcare coverage: Comprehensive medical, dental, and vision insurance. Mental health and wellbeing: Mental health resources and employee assistance programs. Retirement and financial benefits: 401(k) retirement plan, health savings account (HSA) and flexible spending account (FSA) options. Insurance protection: Company-paid life and disability insurance. Paid time off: Flexible paid time off, five paid sick days annually, company-observed holidays, and designated company-wide recharge periods. Parental and family support: Up to 12 weeks of paid parental leave, additional leave for birthing parents, fertility and family-building benefits, and paid caregiver and bereavement leave. Remote work support: Remote and hybrid arrangements depending on role and location, with home-office, internet, or phone reimbursement where applicable. Professional development: Semiannual performance reviews, ongoing development opportunities, and recognition of individual contributions. AI tools and training: Access to AI tools and company-wide training to improve productivity and strengthen professional skills. Career growth: Opportunities to take ownership of larger and more complex accounts, deepen executive relationships, and expand strategic influence as an individual contributor.