Director of Client Success at InductiveHealth

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Public Health, SaaS, Healthcare TechnologyIndustries

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
Proven track record of managing and scaling client success and/or account management teams, ideally in a SaaS or technology-driven environment
While not required, an understanding of government procurement processes and/or experience in public health and/or healthcare related industries is strongly desired

Responsibilities

Leading, mentoring, and developing a team of approximately 8-10 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 solutions
Overseeing client contract management, including renewals, negotiations, and compliance
Partnering with internal teams and using internal solutions (e.g., Smartsheet/Salesforce/JIRA) 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
Managing client profitability in partnership with the Finance Team

Skills

Key technologies and capabilities for this role

Client SuccessTeam LeadershipClient RelationshipsRenewals ManagementContract ManagementUpsell StrategiesRevenue GrowthClient ProfitabilityStrategic PlanningClient Satisfaction

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, InductiveHealth has a virtual first culture.

What is the team size I'll be managing?

You will oversee a team of approximately 8-10 Client Success Managers (CSMs).

What are the key values of InductiveHealth's company culture?

The culture emphasizes motivation for initiative-takers, curiosity through asking questions, organization with high accountability, open and honest feedback, and individual impact on public health outcomes.

What experience is preferred for this role?

Direct experience in public health is preferred, and experience in healthcare and/or government related industries is also beneficial.

What makes a strong candidate for the Director of Client Success role?

A strong candidate is an experienced and strategic leader who can develop and execute strategies for client satisfaction, retention, and revenue growth while fostering a high-performing, collaborative team culture.

InductiveHealth

Public health data infrastructure and surveillance

About InductiveHealth

InductiveHealth provides data infrastructure and surveillance solutions for public health agencies, focusing on disease and syndromic surveillance. They manage more jurisdictional surveillance systems than any other firm, using platforms like the NEDSS Base System and the Johns Hopkins University Applied Physics ESSENCE platform. Their services, including the COVID-19 Data Tracker, help health agencies track and manage disease data effectively. InductiveHealth aims to enhance public health agencies' capabilities in monitoring and responding to health threats.

Atlanta, GeorgiaHeadquarters

2013Year Founded

BUYOUT_LBOCompany Stage

Government & Public Sector, HealthcareIndustries

51-200Employees

Benefits

Remote Work Options

Unlimited Paid Time Off

401(k) Company Match

401(k) Retirement Plan

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

Risks

Emerging health tech startups threaten InductiveHealth's market share.

Rapid AI advancements may outpace InductiveHealth's current offerings.

Data privacy concerns could impact client trust and compliance costs.

Differentiation

InductiveHealth manages more jurisdictional surveillance systems than any other firm.

The company developed the COVID-19 Data Tracker during the pandemic.

InductiveHealth specializes in scalable and customizable surveillance systems for public health agencies.

Upsides

Growing demand for real-time data analytics benefits InductiveHealth's surveillance technologies.

AI and machine learning integration offers enhanced predictive analytics opportunities.

Cloud-based solutions trend aligns with InductiveHealth's scalable system offerings.

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