Director, Customer Success

Director, Customer Success

Laudio is a fast-paced, high-energy SaaS startup looking for a dynamic team member in customer success to both own client relationships and help build the function as we grow.  

Laudio’s Director, Customer Success has comprehensive knowledge of the overall Customer Success function.  They are counted on for key decisions that impact the department and are an evangelist across the team and cross-functionally about the work we do, the impact it has, and how we evaluate and make decisions. 

They are the Laudio leader for a specific set of hospitals and health system clients.  They work closely with those clients as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase.  They partner with users to quickly identify and overcome any roadblocks hindering these goals.  These core job functions will be executed with a forward-thinking mindset of how to build, refine and improve the customer journey.  They are generative, process-oriented, solutions-focused, and will be driven by achieving their goals and organizational metrics, while delighting our clients and contributing to the development of a robust, customer-focused process.

Laudio’s Director, Customer Success manages one or more Customer Success Associates and/or Customer Success Managers.  They also manage a sub-function within Customer Success. 

Responsibilities include:

1. Owning the relationship with the client executives for a specific set of clients

• After being introduced late in the sales process, stay hands-on during implementations
• Organize and lead the Enterprise Partnership Reviews (EPRs) with the clients.  Make sure PRs are scheduled quarterly and that the document is prepared, the right people are on, the client’s voice is captured, the important messages are conveyed, and the follow ups occur
• Work closely with our clients as a trusted advisor to ensure adoption, robust usage, impact, and high satisfaction with Laudio during and following the training and implementation phase

1. Account planning

• Document the client’s goals. 
• Establish a set of processes and areas of focus to meet those goals, leveraging Laudio standard playbooks. 
• Establish the rhythm of topics for EPRs, e.g. a turnover analysis at the 12 month mark or Employee Engagement analysis to support their engagement outcome goal
• Take a forward-thinking mindset of how to build, refine and improve the customer journey
• Evaluating and communicating the status of the client’s health and any roadblocks

1. Engaging with client stakeholders at all levels

• Present data-driven reviews of program progress at quarterly executive review meetings.
• Identify opportunities to proactively intervene to improve adoption
• Develop and deploy intervention techniques in partnership with client
• Partner with users to quickly identify and overcome any roadblocks hindering these goals
• Identify early upsell and renewal opportunities

1. Managing other team members

• Hiring, coaching, managing, and developing the next level of leaders in the function and the company.
• Coaching and building career paths for their team members.  
• Supporting those team members in making them effective contributors to the team and their work across all of our clients.  

1. Lead a sub-function

• Be the point person on the team for a thought leadership area within Customer Success, such as early user adoption, executive insights outreach, our tools/automation, or strategy of content creation.
• Lead the team to make decisions and build processes, tools, analytics, and/or communication frameworks that directly support all of our client work.
• Be a contributor, an evangelist, and an organizer of the content and thinking in the sub-function.

2023 KPIs include:

• MAUs across clients managing >= corporate target each month
• Quality and safety MAUs >= corporate target each month
• Meeting targets of any at-risk contract, if applicable
• 1 new Vitally playbook each month with regular updates and lesson sharing on team OKR meetings
• Develop SLAs for CS Associate role (Jan 2023)
• With CSA, build new hire onboarding guides (March 2023)
• With other CS team members, develop researched concept for an executive dashboard that will create value for our clients (Q1) and with analytics develop and push it to clients (Q2)
• With marketing, be CS leader in migrating ZenDesk to Hubspot (Q1)
• Identify the top 5 InForms use cases and create knowledge material to drive Laudio value with disengaged users at InHealth (Jan)

Requirements include:

• A Bachelor’s degree
• A Master’s in a related field (e.g. MBA or MPH) preferred
• 5+ years in a Customer Success Manager or a Project Manager in a client-facing capacity
• Ideally with experience managing enterprise accounts, including contract renewals, and triaging support/product enhancement feedback
• 4+ years serving hospitals / medical centers / health systems in the U.S ideally
• Knowledge of customer success processes for SaaS businesses
• Strong project management skills, highly organized and able to prioritize and multi-task
• Able to contribute to executive-level strategic problem-solving sessions while playing an active role as a customer advocate
• Self-driven and proactive while working in a remote environment
• Excellent communication and interpersonal skills
• Data-savvy: able to thrive and contribute in an organization that makes decisions based on data and analyses
• Remote with up to 20% travel to hospital client sites to onboard and work with our users; this particular role will focus mostly on west coast clients (mostly in northern and southern California)

Laudio Data Privacy Policy here.

A warning about recruiting scams: you should only respond to interview requests from people with a Laudio email address or authorized 3rd party recruiting agencies (check for the company's website before responding to ensure the person contacting you is legitimate). A Laudio employee will not solicit candidates through a non-Laudio email address like Yahoo, Hotmail or Gmail. Also, all our interviews are conducted via Zoom or phone call (never via Skype or WhatsApp).