Regional Director, Enterprise Customer Success

About Our ClientOur CLient is a virtual-first chronic care provider dedicated to promoting lifelong health through evidence-based behavioral change programs. With a vast customer base and proven results in improving health outcomes, the company plays a crucial role in transforming the healthcare landscape.About The RoleOur Client is experiencing rapid growth and is seeking an experienced people manager to lead and develop a team of skilled customer success managers.The Regional Director will oversee the training and growth of customer success managers, who manage relationships between the company and a more complex segment of client partners. This team will focus on strategic account planning, identifying expansion opportunities, educating clients on how to maximize the value of the company's offerings, and leading internal growth strategies through influence.ResponsibilitiesAs the direct manager for this strategic team, you will:Cultivate a positive, motivating, and collaborative team cultureIdentify and manage strong, strategic client relationships with key decision-makers and industry influencers in the regionCoach the team on driving overall customer satisfaction, enrollments, and interest in additional products with large and complex clientsCollaborate with other teams at the company to improve coordination on technical integrations, business decisions, and marketing campaignsIdentify customer needs and utilize company resources to retain, expand, and upsell customers while sharing best practices within the companyDevelop and enhance account strategies and growth plansUnderstand the company's core processes and customer implementation landscapeConduct regular check-ins and professional development conversations with team membersSupport team members in setting and achieving personal goals aligned with commercial org objectives and business strategyDrive continuous improvement of team KPIs and define success criteria for the Customer Experience TeamLead weekly team meetings and collaborate with cross-functional leads to resolve operational and performance issuesTravel to client sites when necessaryAbout you:A bachelor’s degree and a minimum of 8 years of relevant professional experiencePrevious experience in leading or managing teams in the employee benefits or virtual health sectorPassion for supporting professional growthWillingness to challenge the status quoAbility to thrive in a dynamic and fast-paced environmentStrong communication skills to convey value to clients using dataExperience working in various company sizes from startup to Fortune 50Proficiency in field sales or account management, focusing on up-sell and cross-sell opportunities, and managing renewalsSuccessful management of complex, technical projectsProficient in communication, organization, presentation, emotional intelligence, problem-solving, drive, teamwork, and judgmentFamiliarity with various programs and tools such as Salesforce, Excel, PowerPoint, Google Suite, etc.Your impact:As a Regional Director, you will lead the team managing strategic Enterprise customers, positively impacting the lives of numerous individuals through innovative methods and clinical best practices to promote health and reduce healthcare costs.Bonus Points for:Background in Healthcare IT, Customer Success industry certificationsKnowledge in chronic disease prevention, the US healthcare system, digital health, and startup environmentsBenefits:Competitive salary with an attractive annual cash bonusStock optionsRemote work cultureGenerous parental leave and health benefitsRetirement savings plan and other perksCommitment to diversity and an inclusive workplace

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