Director of Customer Success - Riverside Insights

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.