HST Pathways

Customer Success Manager

• Drive strategy, execution, management, and leadership to grow and increase adoption of HST Pathways’ healthcare software
• Boost renewals and generate strategic insights that improve product value
• Champion AI and operational optimization across the client lifecycle
• Define and own the Client Success AI strategy and roadmap across onboarding, adoption, health monitoring, renewals, expansion, and support
• Evaluate, pilot, and operationalize AI-powered tools and workflows
• Develop predictive health scoring, churn-risk early-warning signals, and expansion indicators across Gainsight, Salesforce, and other client data sources
• Optimize workflows, hand-offs, coverage models, and team capacity
• Build repeatable experimentation processes and measure results
• Train and coach the team on AI tools, best practices, guardrails, and playbooks
• Partner with Product, Technology, Security, and Compliance on responsible AI and healthcare data privacy
• Measure and report AI and optimization ROI to the Executive Leadership Team
• Oversee operational excellence and profitability for the entire customer base, including Top 18 Corporate customers and Small and Mid-Market accounts
• Manage Corporate Client Managers, a Manager of Client Success, and Client Success Managers
• Serve as an escalation point for surgery center and partner needs
• Lead corporate client strategy, meeting cadences, process improvement, and alignment with Growth, Product, and Client Services
• Track and drive OKRs and KPIs, including CSQLs, NPS, NRR, GRR, product expansion, adoption, retention, renewals, and team efficiency
• Provide the voice of the customer to internal stakeholders
• Report retention, expansion, and business operations workstreams to the Executive Leadership Team and Board of Directors
• Host internal meetings to drive escalation and process improvement
• Drive adoption, expansion, 90%+ retention, and advocacy across small and mid-market customers
• Oversee Gainsight and the broader Client Success technology stack
• Coach team members, conduct 1:1s and performance reviews, manage PIPs and personnel issues, and approve PTO and leave requests
• Champion company-wide initiatives and foster a cohesive team culture

Explore Director, Client Success at HST Pathways. Review requirements and application details.

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Director, Client Success