Job OverviewWe are seeking an experienced and dynamic Enterprise Customer Success Director to join our growing team. In this role, you will be the primary point of contact for our key accounts, ensuring their success and satisfaction with Nabla. You will manage relationships with enterprise customers, drive product adoption, be responsible for retention and growth, and work closely with our product team to shape the product roadmap based on customer feedback. Given the strategic nature of these customer relationships, this role includes periodic travel to customer sites to support executive engagement, adoption initiatives, and long-term customer success.
Key Responsibilities- Customer Relationship Management: Develop and maintain strong relationships with key enterprise accounts, understanding their needs and helping maximize the impact of our product. Assess and demonstrate value to customer stakeholders, turning pilots into success studies, and developing champions of Nabla's product.
- Provider Onboarding: Lead the onboarding process for new customers, ensuring a smooth transition for all providers and quick adoption of our product.
- Performance Tracking: Monitor account health and performance metrics, providing regular reports and insights to internal stakeholders.
- Customer Expansion: Collaborate with the sales team to identify and secure expansion opportunities with existing customers.
- Feedback and Advocacy: Gather and analyze customer feedback, advocate for customer needs within the company, and collaborate with the product team to shape the product roadmap.
Qualifications- Experience: 7+ years of experience in customer success, account management, or a related role, preferably at a SaaS healthcare technology company.
- Industry Knowledge: Strong experience in and understanding of the healthcare industry and the needs of clinicians.
- Communication Skills: Excellent interpersonal and communication skills, with the ability to build trust with a wide range of customer stakeholders.
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify issues and develop effective solutions.
- Technical Aptitude: Ability to quickly learn and understand complex technical products and explain them to non-technical users. Experience with EHR integration is a plus.
- Adaptability: Ability to thrive in a fast-paced, dynamic startup environment and manage multiple priorities effectively.
Candidates must be currently authorized to work in the United States and must be able to maintain authorization to work in the United States without requiring employer sponsorship, now or in the future. For this role, the Company is not able to sponsor, transfer, or extend employment-based visas or other work authorization.
BenefitsJust like we're dedicated to supporting doctors' well-being, ensuring yours is a top priority. We firmly believe that by prioritizing your well-being, we support you to excel in your work.
Here are the benefits you get when joining Nabla:
- Compensation and Equity: Competitive salary and stock options
- Comprehensive Health Plans: 100% individual coverage for Medical, Dental, and Vision insurance
- Time Off: Unlimited paid time off and 11 national holidays
- Health Comes First: Unlimited sick leave
- Parental Leave: Paid leave for new parents
- Remote-friendly: $1,500 to purchase home office equipment
- Trust & accountability: Full ownership of your time and schedule
