Director, Client Success

HST Pathways

. Drive strategy, execution, management, and leadership to grow and increase adoption of HST Pathways’ healthcare software .

Posted 11/4/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in driving client success through AI strategy, operational optimization, and data analysis, while effectively managing teams and fostering cross-functional collaboration. Proven ability to enhance product value and customer retention in the healthcare software industry.

Highest-signal resume keywords

AI Strategy DevelopmentClient Account ManagementData Analysis and Financial InsightsProcess Optimization and Change ManagementTeam Leadership and Coaching

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisFinancial AnalysisProcess OptimizationAI ImplementationWorkflow AutomationPredictive Health ScoringChurn-Risk AnalysisClient Success MetricsSales and Business DevelopmentTechnical Aptitude

Soft Skills

CommunicationInfluencingCoachingProblem-SolvingCollaboration

Tools & Technologies

GainsightSalesforceAI ToolsCloud-Based ApplicationsHealthcare Software

Industry Keywords

Healthcare IndustryData PrivacyOperational ExcellenceCustomer SuccessSurgery Center

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Bachelor’s degree required
Management experience required, including leading managers and multi-team organizations
Prior experience in data and financial analysis and client account management required
Hands-on experience applying AI, automation, or advanced analytics to improve customer success, support, or operational outcomes, with a track record of taking pilots to scaled, measurable results
Working knowledge of modern AI tools and concepts, including large language models, AI assistants, and workflow automation
Sound judgment on responsible AI use, data privacy, and security
Demonstrated process optimization and change management experience
Sales and business development background required
Ability to communicate, present and influence at all levels of an organization, including Executive and C-level
Expertise managing client relationships for complex products, including customer success, onboarding, and account management experience, preferably at a technology company
Technical aptitude and ability to understand customer needs and provide vision for how HST solves customer problems
Cross-functional experience communicating and managing relationships with internal technical and commercial stakeholders
Experience leading or partnering with adjacent client-facing functions such as onboarding, training and education, support, or professional services is preferred
Comfortable with ambiguity and organizational change, with demonstrated ability to take on expanded scope as the business grows
Working knowledge of surgery center and healthcare industry preferred
General familiarity with cloud-based applications and technologies is a plus

Benefits

Comp & perks

Remote work environment
Health benefits paid for employee
Flexible Paid Time Off Policy
11 company holidays per year
Paid parental leave
401K with matching contributions
Learning and development allowance
A diverse, inclusive, and fun team