Director of Client Success

📋 Description

• • As the Director of Client Success at Counsel.com, Inc., you will be instrumental in architecting and leading the company's post-sales strategy, particularly for its largest and most complex enterprise clients within the healthcare sector.
• • This is a pivotal "0-to-1" leadership role, demanding a blend of sophisticated enterprise account management and the foundational development of internal operational processes.
• • You will be the primary point of contact and strategic partner for Counsel Health's most significant enterprise clients, navigating intricate multi-stakeholder environments that span clinical, technical, legal, and executive teams.
• • Your responsibilities will extend beyond traditional account management to encompass the proactive building of essential client success infrastructure, including robust reporting functions, standardized operating procedures (SOPs), and strategic expansion initiatives designed to scale Counsel Health's commercial reach.
• • You will meticulously own and manage the entire client lifecycle, from the critical post-sales handoff through to successful contract renewals and strategic expansion opportunities.
• • A core aspect of your role will involve establishing and refining the "source of truth" for client health, which includes the selection and implementation of appropriate technology tools, the creation of insightful reporting dashboards, and the systematic transition of current manual processes into scalable, automated systems.
• • You will be tasked with driving the expansion engine by proactively identifying opportunities to deepen Counsel Health's engagement within existing accounts, such as introducing new chronic condition modules, and by leveraging your established client networks to generate net-new leads.
• • In your day-to-day operations, you will manage complex, multi-stakeholder client relationships, ensuring high levels of client satisfaction, seamless clinical alignment with Counsel Health's offerings, and the successful negotiation of contract renewals.
• • You will be responsible for building the client reporting function from its inception, collaborating closely with Product, Engineering, and Clinical teams to develop automated dashboards and sophisticated executive-level reports.
• • You will play a key role in supporting the go-to-market strategy by contributing valuable insights to pricing discussions and enhancing sales enablement efforts.
• • Furthermore, you will leverage your professional network to facilitate introductions to high-level executives at prospective partner organizations, directly contributing to business development.
• • Acting as the "Voice of the Client" internally, you will champion client needs and advocate for their perspectives, partnering with the Clinical Reporting lead and Product teams to inform the roadmap for future feature development based on direct client feedback.
• • You will establish and lead a Client Advisory Board, a critical forum for gathering formal client feedback and co-creating the long-term product vision in collaboration with your most strategic partners.
• • This role requires a proactive, hands-on approach, comfortable operating at both the strategic and tactical levels, and a deep commitment to driving client value and organizational growth within the dynamic health-tech landscape.