As the Director of Customer Success at ImPACT Applications, your primary responsibility is to enhance customer value and satisfaction. By focusing on retaining current business, expanding account revenue, and ensuring smooth adoption and prompt support, you will play a critical role in expanding ImPACT Application's reach and ensuring more athletes and patients worldwide safely recover from mild traumatic brain injuries.

In this role you will get to:

Cultivate retention of existing business by ensuring customers get the most value from our products and services
Lead, mentor, and develop a Customer Success team
Partner with Operations department to iterate on customer health scoring mechanism founded in SaaS success best practices
Grow existing account revenue by helping customers expand usage of our products & services across service lines
Provide monthly forecasts of renewal sales performance to ImPACT General Manager
Partner cross-functionally with ImPACT's Product Manager to establish CSAT baseline score
Create an efficient adoption process that ensures all customers successfully navigate from initial purchase to actively testing
Successfully convert existing Healthcare customer base to new subscription model, iterating on incentives to retain and expand accounts
Advocate on behalf of our customer needs to the Product team

Disclaimer

The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

Requirements

5+ years of Customer Success experience, 2+ years of management experience
SaaS experience
Experience working at a high-growth or small business
HealthTech / MedTech experience is a plus
Ability to set a clear vision and strategy
Proficiency in identifying and addressing skill gaps within the team, investing in training sessions for product knowledge and customer engagement enhancement
Strong communication and conflict resolution skills
Skill in fostering cross-functional collaboration
Ability to understand the healthcare customer base, identifying needs, preferences, and potential objections
Capacity to create mechanisms for capturing feedback

Physical Requirements For This Position

Remote
Up to 5% travel for off-site team meetings
May require stationary positions (sitting or standing) for extended periods.

Benefits

Medical, Dental, and Vision plans
Company paid basic life and AD&D insurance
Company paid short-term and long-term disability
Supplemental life insurance options
Company paid Employee Assistance Program (EAP)
Retirement plan with discretionary company matching
Flexible Spending Account (FSA) and Health Savings Account (HSA) options
Premium subscription to Calm for employee and dependents
Company paid time off (PTO)
13 named holidays, 2 floating holidays, and 4 early-release half days
Flexible work arrangements
Work-from-home expense reimbursement
Tuition Reimbursement Program
Company orientation and 30/60/90 Day Onboarding

Who is Riverside Insights? Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent.

Why Join Our Team?

At Riverside Insights, achieving real results for students and educators is more than talk - it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you.

Riverside Insights is an Equal-opportunity Employer:

Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Our Commitment to Diversity & Inclusion:

At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated.

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.

Riverside Insights

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Director of Customer Success