Director, Customer Success

How you'll make an impact:

As a Director on our Customer Success team, you will lead customers on their journey to continuously increase the value they receive from Strata's products and services. The Director will develop relationships with the executive teams across several health systems and own the delivery of Strata's world-class customer experience. In this role, you will embody and execute in the following areas:

• Leadership
  • Lead a small team of Customer Success Managers (CSMs) across a portfolio of accounts.
  • Provide coaching and mentorship to CSMs to aid in career development.

• Account Strategy & Planning
  • Identify strategic business opportunities and outline a tactical plan to deliver results
  • Collaborate with Customer Success team to develop account plans
  • Collaborate with multiple internal stakeholders to develop an optimization plan.
  • Develop, communicate, and manage a customer 'Road Map'
• Product & Utilization
  • Accountable for monitoring and guiding improvements in product/service utilization
  • Facilitates current state analysis through Best-In Class scorecards
  • Measures and drives improvement in System Adoption & Democratization
• Engagement
  • Communicating and driving participation in Strata hosted industry events
  • Communicating and engaging in Strata programs and processes including satisfaction surveys, webinars, user groups and other activities.
• Business Development
  • Collaborates with Strata's sales executives to identify leads
  • Assist with clearing obstacles as part of the sales process.
• Customer Experience
  • Monitor account health metrics and pro-actively drive experience improvements.
  • Serve as an escalation point to quarterback complex issues or situations.
  • Collaborate with Strata's support and consulting teams.
• Operations:
  • Collaborate with other Account Directors on continually developing the Strata Customer Success programs and processes.

What we're looking for:

• 10+ years of experience in healthcare (provider, payor, healthcare IT)
• 5+ years of experience in project/account management roles
• Strong communication and conflict resolution skills. Including experience developing content and presenting to executive level stakeholders
• Ability to lead & motivate cross-functional teams to solve complex problems
• Passion for data, analytics, and technology
• Experience working with Software as a Service (SaaS) solutions and data visualization tools
• Technology experience within Salesforce, Microsoft Excel/PPT/Word preferred

Estimated Salary Range: $120,000-130,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

Find out more about Strata benefits here.

How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.

Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.


Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].

Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.

We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.



Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

• We connect with positive intent.
• We are helpful.
• We own it.
• We get better every day.
• We are humble.