Director, Client Success

About the Role

The Director, Client Success role combines strategy, execution, management and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value. This leader will also champion AI and operational optimization across the client lifecycle, identifying where automation, predictive analytics, and AI-assisted workflows can make our teams more effective and our clients more successful, and turning those ideas into measurable results.

AI & Optimization Leadership

• Define and own the Client Success AI strategy, identifying high-impact opportunities to apply AI across the client lifecycle, including onboarding, adoption, health monitoring, renewals, expansion, and support.
• Evaluate, pilot, and operationalize AI-powered tools and workflows (account planning, QBR preparation, call and meeting summarization, risk detection, and client communications).
• Use data and AI to move the team from reactive to proactive by developing predictive health scoring, early-warning signals for churn risk, and expansion indicators across Gainsight, Salesforce, and other client data sources.
• Continuously optimize workflows, hand-offs, coverage models, and team capacity to improve efficiency, response times, and time-to-value.
• Build repeatable ways to test ideas, measure results, and scale what works.
• Train and coach the team to use AI confidently, establishing best practices, guardrails, and shared playbooks, and leading change management.
• Partner with Product, Technology, Security, and Compliance to ensure AI adoption is secure and consistent with healthcare data privacy requirements.
• Measure and report the ROI of AI and optimization initiatives to the Executive Leadership Team.

Responsibilities

• Responsible for the operational excellence and profitability of HST's entire customer base including Top 18 Corporate customers, as well as Small and Mid-Market accounts.
• Manages a team of Corporate Client Managers, a Manager of Client Success and Client Success Managers.
• Partners across the Client Success organization and may lead additional client-facing functions and initiatives.
• Serves as an escalation point for surgery center and partner needs.
• Works with each Corporate Client Manager to approach each partnership with clear strategy for the year.
• Requires internal collaboration with Growth, Product, and Client Services.
• Actively tracks and drives Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs), including CSQLs, NPS, NRR, GRR, product expansion, client retention, contract renewals, and team efficiency.
• Provides the voice of the customer to internal stakeholders and departments.
• Strategizes and spearheads ongoing improvements to the company's success systems, standards and metrics, process change, and policies.
• Hosts internal meetings to drive escalation and process improvement.
• Drives adoption and expansion, retention (90%+), and advocacy across all small and mid-market customers.
• Aligns team processes and procedures, collaborates and builds relationships towards accountability and consistency.
• Leads strategic, cross-functional initiatives such as customer journeys, voice-of-customer, product feedback, and client training/education needs.
• Oversees Gainsight and the broader Client Success technology stack.

Additional Responsibilities

• Coach team members on performance and act as a resource and guide.
• Partner with People Services on Performance Improvement Plans (PIPs) and personnel issues.
• Lead regularly scheduled 1:1 meetings with individual team members.
• Lead mid-year and end-of-year performance reviews giving insightful and transparent feedback.
• Review and approve/deny PTO and Leave requests for Team Members.
• Act as a main resource and communicator of company-wide initiatives.
• Model and champion AI-forward ways of working.
• Foster a team culture that cultivates cohesion and upholds our core values.