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

Olio jobs

Director of Customer Success