Enterprise Customer Success Director
Enterprise Customer Success Director
Enterprise Customer Success Director
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Enterprise Customer Success Director at Nabla, a healthcare AI startup, responsible for managing strategic enterprise accounts, driving product adoption, retention, and expansion, and partnering with product to influence the roadmap based on customer feedback.
Qualification
- 6+ years of experience in customer success, account management, or related roles, preferably at a SaaS healthcare technology company.
- Strong understanding of the healthcare industry and clinicians’ needs.
- Excellent interpersonal and communication skills; ability to build trust with a wide range of stakeholders.
- Strong analytical and problem-solving skills; data-driven with the ability to identify issues and implement solutions.
- Experience with onboarding and managing enterprise accounts; proven ability to drive product adoption and adoption metrics.
- Ability to collaborate effectively with product, sales, and support teams and influence product roadmap.
- Track record of driving retention and revenue growth in a SaaS environment.
Responsibility
- Develop and maintain strategic relationships with key enterprise accounts, ensuring maximum value from Nabla's AI-assisted clinical documentation product.
- Lead onboarding for providers, ensuring a smooth deployment and rapid user adoption across clinicians.
- Monitor account health and key metrics; provide regular reports and insights to internal stakeholders.
- Drive customer expansion by identifying and seizing upsell/cross-sell opportunities in collaboration with the sales team.
- Gather, analyze, and prioritize customer feedback; advocate for customer needs within Nabla and contribute to the product roadmap.
- Cultivate referenceable customers and success stories; collaborate with marketing and success teams to amplify case studies.
- Coordinate cross-functionally with product, sales, and support to ensure renewals, retention, and long-term customer partnerships.
