Director of Client Success (Periop)

• We’re looking for an experienced Client Success Director to join our Periop Delivery team
• In this role, you will leverage your expertise in provider-side strategy and operations to ensure the success of the entire Perioperative 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 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
• 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 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

Benefits

• Paid parental leave for all new parents
• Generous HSA contribution
• Paid disability and life insurance
• Participation in a 401(k)
• Wellness + Tech stipends
• Stock options
• Comprehensive health benefits with 90% of the cost covered for employees
• Education and professional development reimbursement

• Proven ability to manage a significant book of business and achieve high net retention and expansion targets
• 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
• Expert-level ability to navigate and manage complex health system structures, politics, and decision-making processes
• 7+ years of experience in Strategic Account Management, Consulting, or Client Success for an enterprise healthcare SaaS or technology company
• Deep domain knowledge of healthcare operations, specifically in Perioperative Services (e.g., block management, OR scheduling, schedule optimization) and/or Patient Flow/Care Coordination
• 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
• Exceptional communication and presentation skills, with the ability to convey complex technical and operational information to executive audiences
• Seeing risks early and mitigating them before they have a chance to render
• Understanding what drives a business and how to determine the right focal areas to yield success
• Thriving in a high-pressure, rapidly changing, start up environment