Director, Customer Success
At Olio, our core focus is to make healthcare clinicians’ lives simpler and more productive by creating software that connects siloed clinical teams. We’re proud of the fact that our customers love our product, and that our work has a measurable positive impact on the lives of their patients. We’re growing fast and looking to add a Director, Customer Success to our team.
What We’re Looking For
We are seeking a solution‑oriented, customer-first leader to own customer retention and growth strategies for Olio’s payer and provider customers. The Director, Customer Success will oversee customer health and experience across a portfolio of accounts, and drive scalable processes for onboarding, adoption, and renewals. The ideal candidate has led B2B SaaS customer success teams, is comfortable working with data and KPIs, and collaborates effectively with Sales, Product, and other cross‑functional partners to maximize customer lifetime value.
What We Provide
A high-performing team. We set ambitious but reasonable goals and work together to make sure we achieve them. Delivering consistent, high-quality products to our users is our number one priority.
A supportive environment. We value open communication and make efforts to practice consistently giving and receiving feedback. We welcome diverse ideas and seek input from all team members.
Room to grow. We believe strongly in investing in our people. Opportunities for learning and development abound through design discussions, support for continued learning, one on one meetings with leadership, and more.
Qualifications
- Bachelor’s degree in Business, Healthcare, or related field (or equivalent experience)
- 5+ years in customer-facing roles (Customer Success, Account Management, Client Services, or Consulting)
- Experience in the healthcare industry - payers, skilled nursing facilities, and healthcare systems
- B2B SaaS, healthcare, payer environments strongly preferred
- Proven ability to manage and grow complex enterprise accounts
- Capability with Google Suite, Hubspot or likely CRM, and remote communication tools; zoom, google, teams
- Strong executive presence with experience presenting to senior stakeholders
- Demonstrated success driving retention, expansion, and customer outcomes
- Highly analytical, with the ability to interpret data and translate it into strategy
- Excellent communication, relationship-building, and stakeholder management skills
- Ability to thrive in fast-paced environments and manage multiple priorities simultaneously
- Experience working cross-functionally to deliver results.
- Willingness to travel (~15–25%)
Job Requirements
Own Customer Relationships & Strategy
- Serve as the executive point of contact for assigned customers, building deep, trusted relationships with key stakeholders
- Develop a comprehensive understanding of customer business , their goals, definitions of success, and the metrics driving their needs.
- Facilitate monthly operational reviews and quarterly business reviews (QBRs) to assess performance and identify opportunities - internally and externally.
- Build business cases and partner with customers to expand programs, services, or product adoption
- Contribute directly to revenue growth and customer lifetime value
Drive Customer Outcomes & Value Realization
- Ensure customers achieve measurable value from products, programs, and services
- Monitor customer health, adoption, and satisfaction across the lifecycle
- Identify risks early and proactively mitigate churn through strategic intervention
- Align solutions to customer goals, including patient access, operational efficiency, and commercialization success
Analyze Performance & Generate Insights
- Continuously evaluate program and account performance using internal and customer data
- Identify trends, risks, and opportunities to improve outcomes and ROI
- Translate complex data into actionable recommendations for both customers and internal teams
- Provide strategic insights that influence product development and service delivery
- Recommend enhancements based on data, market trends, and best practices
Lead Cross-Functional Collaboration
- Act as the central coordinator across Sales, Product, Operations, and Support teams
- Align internal stakeholders around customer priorities and deliverables
- Drive accountability and execution across complex, multi-team initiatives
- Influence internal product and operational improvements based on customer feedback
Benefits and Compensation
- Competitive salary
- Significant opportunities for career advancement
- Flexible schedule and vacation policy
- Parental leave for birthing / non-birthing parents
- Health/dental/vision insurance
- STD/LTD/Life coverage
- 401k