Director, Client Success- Periop
Qventus · Remote, United States ·
- Work mode
- Remote
- Category
- Customer success
- Experience
- 3+ years
On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise.
Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations. #LI-MB1
About the Role
We’re looking for an experienced Client Success Director to join our Periop and Patient Care Coordination (PCC) Delivery team. In this role, you will leverage your expertise in provider-side strategy and operations to ensure the success of the entire Perioperative and PCC client portfolio. You’ll work cross-functionally with Product, Engineering, Sales, Marketing, and Commercial teams to shape solutions that deliver measurable value.
This is a high-impact role that will influence our Perioperative and PCC strategies, strengthen customer outcomes, and shape our company’s growth trajectory. Unlike a typical Customer Success model, this role requires a proactive, highly consultative approach that includes navigating complex health system dynamics and effectively positioning the value of our SaaS solutions in a rapidly changing competitive environment.
Key Responsibilities
- Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs), fostering a culture of accountability, proactive client management, and strategic thinking.
- Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets.
- Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships.
- Own the overall strategic health and success of the Perioperative and PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes
- Develop and execute account-level strategies that secure high-value client outcomes and maximize the realization of the Qventus solution's ROI.
- Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements.
- Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders of all levels (end user through executive) consistently understand and articulate how our AI platform drives superior results compared to alternative or incumbent systems.
- Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases.
- Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts.
- Effectively manage complex client political landscapes and varied personalities at the executive, clinical, and IT levels.
- Collaborate closely with internal Product, Engineering, Sales, and Delivery teams to translate client needs into product improvements and ensure successful solution deployment.
What We’re Looking For
- 7+ years of experience in Strategic Account Management, Consulting, or Client Success for an enterprise healthcare SaaS or technology company
- 3+ years of experience directly managing and leading a client-facing or consulting team with proven success coaching diverse work styles, career goals, and delivering feedback in a supportive and constructive way that directly translates to improved team performance
- Proven ability to manage a significant book of business and achieve high net retention and expansion targets.
- Deep domain knowledge of healthcare operations, specifically in Perioperative Services (e.g., block management, OR scheduling, schedule optimization) and/or Patient Flow/Care Coordination.
- Expert-level ability to navigate and manage complex health system structures, politics, and decision-making processes.
- Demonstrated experience in competitive selling or positioning against EMR vendors (e.g., Epic, Cerner) and articulating the unique value of a purpose-built, best-of-breed SaaS solution.
- Exceptional communication and presentation skills, with the ability to convey complex technical and operational information to executive audiences.
Bonus Points For
- Understanding what drives a business and how to determine the right focal areas to yield success
- Seeing risks early and mitigating them before they have a chance to render
- Thriving in a high-pressure, rapidly changing, start up environment
Compensation for this role is based on market data and takes into account a variety of factors, including location, skills, qualifications, and prior relevant experience. Salary is just one part of the total rewards package at Qventus. We also offer a range of benefits and perks, including Open Paid Time Off, paid parental leave, professional development, wellness and technology stipends, a generous employee referral bonus, and employee stock option awards.
Qventus values diversity in its workforce and proudly upholds the principles of Equal Opportunity Employment . We welcome all qualified applicants and ensure fair consideration for employment without discrimination based on any legally protected characteristics, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age, pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.
Qventus participates in the E-Verify program as required by law and is committed to providing reasonable accommodations to individuals with disabilities in compliance with Americans with Disabilities Act (ADA). In compliance with the California Consumer Privacy Act (CCPA), Qventus provides transparency into how applicant data is processed during the application process. Candidate information will be treated in accordance with our candidate privacy notice.
*Benefits and perks are subject to plan documents and may change at the company's discretion.
*Employment is contingent upon the satisfactory completion of our pre-employment background investigation and drug test.