About The RoleThe Director of Partner Success leads Chorus's account management and customer success functions, bridging two distinct customer management tiers: high-touch, complex public sector partnerships and traditional SaaS account operations. This role combines high-level departmental leadership, overseeing Strategic Account Leads, Partner Success Managers, and Technical Support, with direct, strategic stewardship of our most complex county and state-level relationships.. The Director ensures that Chorus proactively manages account health, drives retention and expansion in alignment with Sales & Expansion leadership, and maintains strict scope discipline and delivery standards across all customer partnerships.
What You Will Be Doing- Serve as the senior executive sponsor for complex, multi-agency county and state accounts. Build trusted relationships with agency heads, county directors, and health system executives
- Serve as the senior executive sponsor for complex, multi-agency county and state accounts. Build trusted relationships with agency heads, county directors, and health system executives.
- Own the net retention rate (NRR) and portfolio health. Establish early-warning systems to identify political shifts, leadership turnover, adoption bottlenecks, or scope creep before they threaten account stability.
- Serve as the primary internal and external escalation leader for critical client issues, pulling in cross-functional resources to protect partnership trust and resolve root causes.
- Direct, mentor, and build a high-performing team spanning Strategic Account Leads, Partner Success, Technical Support, and Training. Set clear accountabilities and drive a culture of execution.
- Standardize and scale playbooks for account onboarding, joint business planning, adoption tracking, customer support, and training across all account tiers
- Define, measure, and report on core CS metrics-including NRR/GRR, account health scores, CSAT/NPS, and support SLA resolution targets-to executive leadership.
- Partner with Sales & Expansion leadership to identify growth opportunities grounded in delivery realities, clinical readiness, and contract scope (without carrying a direct sales quota).
- Align customer organizational priorities with contractual milestones and product capabilities to ensure clients realize tangible ROI.
- Channel operational feedback, client risk signals, and feature requirements directly to Product, Engineering, and Delivery teams to guide platform priorities.
- Guide and mentor staff managing high-complexity, multi-agency county and state systems.
- Coach Partner Success team on setting clear, firm boundaries to manage internal and external expectations around timelines, contracts, and implementation scope
Required Skills- 7+ years in CS or Account Management leadership, with proven experience navigating multi-stakeholder enterprise or public sector environments (e.g., healthcare, EHR, behavioral health, county/state agency tech).
- Equal comfort leading high-touch, long-cycle strategic relationship management and high-velocity, process-driven SaaS operations (ticketing, onboarding metrics, adoption telemetry).
- Proven ability to coach team members across distinct disciplines (from strategic advisors to technical support leads) while stepping directly into client-facing strategy and critical escalations.
- Demonstrated capability in reading political/organizational dynamics, mitigating risks early, and maintaining strict contract scope discipline.
- Strong track record collaborating with Sales, Delivery, and Product leadership to align client needs with platform capabilities.
Why You'll Love Working with Us- Mission-driven teammates dedicated to improving lives by tearing down tech barriers.
- Diverse, inclusive culture where every voice is valued.
- Full medical, dental, vision, and life-insurance benefits.
- 401(k) with company match.
- Stock-option eligibility.
- Unlimited PTO and generous paid parental leave.
- Performance-based bonuses and career-development stipends.
Compensation DisclosureThe anticipated base salary range for this position is $160,000 - $180,000 in the Los Angeles market. Actual offers depend on skills, experience, and location, and may include additional components such as performance bonuses, stock options, and benefits.
