Director of Customer Success

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients.

Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon.

We are looking for a Director of Customer Success to support and expand our growing business activities. You will manage a CS team and will be responsible for driving success at the most strategic level within your team accounts and implementing a broad strategy for earning customer acceptance across the organization.

You will be working closely with our Product, R&D, and Medical teams.

Responsibilities

• Build and maintain relationships with strategic accounts, from clinicians up to C-level executives and decision-makers after signing an agreement
• Work closely with our clients, and different external and internal stakeholders to drive successful implementation and to demonstrate the product value
• Be the voice of the clients and the internal focal point for any client need
• Own client communications and account operation: Set up, facilitate, and lead personal & group F2F and virtual meetings with users, clients, and decision-makers to increase engagement and explore product opportunities
• Lead a team of customer success managers, providing coaching and mentoring to foster a high level of service and performance
• Track, monitor, and manage accounts with specific KPIs clients on the Hubspot CRM system, in addition to clients KPIs (Usage, engagement, upsell and retention, etc)
• Take part in product cycles, roadmap planning, and execution

Requirements

• 5+ years of successful experience in managing Large & strategic accounts for Digital health companies (at least two different companies) with users, C-level executives, and/or decision-makers
• 3+ years of experience in managerial positions 
• Project management experience, including managing Customers' Onboarding process, owning and managing all aspects of clients from activities from Close-Won to Go-Live and product Value
• Experience in managing customers' renewal process, with a high retention rate track record
• Experience deploying population health solutions in value-based care provider organizations
• Ability to work independently as well as part of a team in a fast-paced environment
• Strong communication and storytelling skills
• The position requires 50% travel based on business needs
• Technical background - Advantage
• Experience in sales - Advantage

You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!