Director of Customer Success

Job Overview

This role involves managing post-sale partnerships in virtual cardiac rehabilitation, focusing on growing referrals, renewals, and expansions with healthcare providers and payers. It requires close collaboration with the CEO on revenue strategy, regular travel for meetings, and serving as a key intelligence hub for cross-functional teams to drive business growth.

Responsibilities

• Grow qualified referral volume across existing hospital, cardiology group, and health plan partnerships, with emphasis on the Northeast and Mid-Atlantic regions.
• Drive renewals and achieve over 100% Net Revenue Retention through upsells, site expansions, and partner engagement.
• Activate new provider groups under existing payer agreements and payer partnerships in regions to maximize impact.
• Serve as a cross-functional intelligence hub, bringing field insights to payer contracting, marketing, and operations.
• Identify and pursue a target number of net-new sales opportunities per quarter in partnership with the sales team.
• Build and execute a standardized implementation and onboarding playbook for new partners, laying groundwork for a scalable customer success function.
• Run quarterly business reviews with key partners, translating outcomes into value narratives.
• Turn top-performing partners into referral advocates and case study participants.

Qualifications

• 7–10 years in customer success, account management, or provider/payer relations in digital health, cardiovascular care, or chronic disease management.
• Demonstrated success growing a book of business of at least $2M through referrals, renewals, and account expansion.
• Experience navigating hospital systems, cardiology groups, and payer-provider dynamics.
• Proven ability to translate clinical outcomes data into business value for non-clinical stakeholders.
• Established network in the Northeast / Mid-Atlantic healthcare market strongly preferred.