Director of Customer Success

We’re a fast-growing, mission-driven healthcare SaaS company looking for a consultative Customer Success Director to step in once the contract is signed and take full ownership of the client relationship. From implementation to upsell, you’ll be the key driver of retention, expansion, and executive-level trust. This role is for someone who’s comfortable in high-stakes clinical environments – confident speaking to both physicians and IT, sharp enough to gather strategic intel, and motivated by outcomes, not just activity.

What You’ll Be Doing• Take ownership of new accounts immediately post-sale and lead them through implementation and go-live • Serve as the primary point of contact, building lasting relationships with client stakeholders across clinical, technical, and executive teams • Drive adoption and expansion – with a sharp focus on upselling adjacent product modules and increasing ARR • Run QBRs, strategic check-ins, and retention plays to safeguard accounts against competitors • Gather high-value market intel and client feedback – funneling insights back to Sales, Product, and Executive Leadership • Collaborate cross-functionally with technical teams, sales, support, and product to ensure client goals are achieved • Maintain clean CRM data and pipeline forecasting • Contribute ideas to refine our playbook for market growth • Minimal travel to conferences or client sites (~5%)What We’re Looking For• Proven track record in customer success in healthcare IT/SaaS • Strong communicator with executive presence – confident in C-suite conversations • Skilled in clinical workflows – ideally imaging, radiology, or adjacent systems (PACS, RIS, HL7, DICOM familiarity is a bonus) • Commercially minded – understands the balance between driving value and driving revenue • Independent, proactive, and resilient – you figure things out and don’t need hand-holding • Curious, gritty, and strategic – you ask why, not just whatIf you're energized by solving real problems in healthcare, building trusted partnerships, and growing accounts in a meaningful way — we’d love to meet you.

Let’s build something great. Jay@projectusconsulting. com