Director, Client Success

Open Position: Director, Client Success

Reports to: VP, Client Success

Location: Remote position

About Us:
At HST Pathways, we’re passionate about transforming healthcare. Our innovative software empowers surgery centers to provide care that’s not only more cost-efficient but also leads to better outcomes for patients. Backed by Bain Capital, we’re a profitable, fully remote SaaS company that’s growing quickly and entering an exciting new stage of expansion. With that growth comes opportunity—for us, our customers, and the people who join our team.

What We’re Looking For:
We’re looking for someone who is authentic, inspiring, and motivated to grow. You’re a quick learner who enjoys working in a fast-paced, evolving environment, and you see AI as a powerful lever for reinventing how client success is delivered—not just a buzzword. You value diversity and inclusion and want to be part of a company that puts people first. Our values resonate with you, and you’re ready to embody them in your daily work.
In this role, you’ll roll up your sleeves and take on a high-volume workload with energy and enthusiasm. You are data-driven and results-oriented, but you also know the importance of building strong relationships and contributing to a positive team culture. You’re comfortable with change and ambiguity, and as HST grows and our needs evolve, you’re eager to take on new challenges beyond the day-to-day. Most importantly, you’re excited about the chance to make an impact—not only within our company but also in the broader healthcare community we serve.

Why Join Us:
At HST Pathways, you’ll find more than just a job — you’ll find a place to grow, contribute, and belong. We offer the flexibility of remote work and the stability of a well-backed, profitable company. You’ll collaborate with talented teammates who are passionate about healthcare innovation and committed to each other’s success.


Client Success Mission Statement:
At HST Pathways, our Client Success team oversees our entire customer portfolio, including our Top Corporate accounts, as well as our small and mid-market customers. Together our Client Success Managers and Corporate Client Managers provide company-wide leadership initiatives and proactive client outreach for a frictionless and intentional client experience. The Client Success Team members are the internal quarterbacks for all clients for cross functional visibility to product enhancements, revenue expansion potential, process optimization opportunities, and education needs. The goal is to eliminate controllable churn and increase revenue expansion potential. The goal of the Corporate Client Management Team is to support our most valuable set of clients in the areas of process improvement, client consulting and engagement, performance metric tracking, and overall satisfaction and success with HST. Our team is responsible to the organization for ensuring this book of business is healthy and protected through both retention and a framework for growth. Collaborate. Consult. Connect.

Both the Client Success Team and the Corporate Client Management team are responsible for delivering our entire customer base with the most intentional and meaningful relationships in the industry by providing a seamless experience, owning your business’ goals as ours, and allowing you to focus on your patients instead of your healthcare software.

The Director, Client Success role combines strategy, execution, management and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value. This leader will also champion AI and operational optimization across the client lifecycle, identifying where automation, predictive analytics, and AI-assisted workflows can make our teams more effective and our clients more successful, and turning those ideas into measurable results. The person requires strategic thinking and a problem-solving mindset to overcome diverse client needs; leadership skills to drive cross functional process improvement; analytic skills to make data informed decisions about staff performance and client health; the adaptability to lead across multiple client-facing functions as the organization evolves; and an unmatched enthusiasm for client satisfaction. The leadership style is hands-on with an emphasis on coaching the team to build their problem-solving skills on behalf of the client.

AI & Optimization Leadership:
A core focus of this role is making Client Success faster, smarter, and more scalable through AI and continuous optimization:

• AI strategy and roadmap: Define and own the Client Success AI strategy, identifying high-impact opportunities to apply AI across the client lifecycle, including onboarding, adoption, health monitoring, renewals, expansion, and support.
• Pilot and scale: Evaluate, pilot, and operationalize AI-powered tools and workflows (for example, account planning, QBR preparation, call and meeting summarization, risk detection, and client communications) that give Client Success Managers and Corporate Client Managers more time for high-value client conversations.
• Proactive, predictive client management: Use data and AI to move the team from reactive to proactive by developing predictive health scoring, early-warning signals for churn risk, and expansion indicators across Gainsight, Salesforce, and other client data sources.
• Process and capacity optimization: Continuously optimize workflows, hand-offs, coverage models, and team capacity to improve efficiency, response times, and time-to-value as our customer base grows.
• Experimentation culture: Build repeatable ways to test ideas, measure results, and scale what works, embodying our value of Agility.
• AI fluency and change management: Train and coach the team to use AI confidently in their daily work, establishing best practices, guardrails, and shared playbooks, and leading change management for new tools and ways of working.
• Responsible AI: Partner with Product, Technology, Security, and Compliance to ensure AI adoption is secure and consistent with healthcare data privacy requirements.
• Business impact: Measure and report the ROI of AI and optimization initiatives, including retention, expansion, productivity, and client experience outcomes, to the Executive Leadership Team.

Responsibilities:
The Director, Client Success will support the role in the following ways:

• Responsible for the operational excellence and profitability of HST’s entire customer base including our Top 18 Corporate customers, as well as Small and Mid-Market accounts.
• Manages a team of Corporate Client Managers, a Manager of Client Success and Client Success Managers who serve as trusted operational advisors for this defined set of corporate clients, proactively improving client health, satisfaction, and retention.
• Partners across the Client Success organization and, as business needs evolve, may lead additional client-facing functions and initiatives.
• Serves as an escalation point for surgery center and partner needs. Tasked with being front facing to corporate clients where needed, internally driving prompt resolution, and aligning with the organization so that resolutions are repeatable, and that positive change impacts the partnership for ongoing sustainability and success.
• Works with each Corporate Client Manager to approach each partnership with clear strategy for the year- aligning the businesses goals with the corporate accounts. This includes a standard cadence of meetings (both virtual and onsite) and a well-laid out plan for what’s necessary for success. Requires internal collaboration with Growth, Product, and Client Services to ensure that HST has a united focus for the corporate client.
• Actively tracks and drives Objectives and Key Results (OKRs) as they pertain to the team’s drilled down OKRs and Key Performance Indicators (KPIs) These metric areas include but are not limited to:
  • Client Success Qualified Leads (CSQLs)
  • Net Promoter Score (NPS)
  • Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
  • Product- expansion and product adoption footprint growth 
  • Client Retention
  • Contract Renewals
• Team efficiency and capacity, including adoption of AI and automation tools
• Oversight and monitoring of operational initiatives as they apply to existing clients and strategic corporate account partners
• Providing the voice of the customer to internal stakeholders and departments
• Strategizes and spearheads ongoing improvements to the company’s success systems, including standards and metrics, process change, and policies by partnering with internal cross-functional departments to ensure client needs and escalations are fulfilled
• Regularly reports on retention, expansion, and business operation workstreams to the Executive Leadership Team and Board of Directors, ensuring the company is meeting its corporate growth expectations.
• Host internal meetings to drive escalation and process improvement
• Drive adoption and expansion, retention (90%+), and advocacy across all small and mid-market customers
• Align team processes and procedures, collaborate and build relationships towards accountability and consistency
• Process oriented to lead strategic, cross-functional initiatives such as customer journeys, voice-of-customer, product feedback, and client training/education needs
• Oversee Gainsight and the broader Client Success technology stack to maximize value and consistency across the department, leveraging automation and AI capabilities

Qualifications:

• Bachelor’s degree required.
• Management experience required, including leading managers and multi-team organizations.
• Prior experience in data and financial analysis and client account management required.
• Hands-on experience applying AI, automation, or advanced analytics to improve customer success, support, or operational outcomes, with a track record of taking pilots to scaled, measurable results.
• Working knowledge of modern AI tools and concepts (such as large language models, AI assistants, and workflow automation) and sound judgment on responsible use, data privacy, and security.
• Demonstrated process optimization and change management experience, including rolling out new tools and ways of working to client-facing teams.
• Sales and business development background required.
• Ability to communicate, present and influence at all levels of an organization, including Executive and C-level.
• Expertise managing client relationships for complex products, including customer success, onboarding, and account management experience, preferably at a technology company.
• Technical aptitude and deep curiosity to quickly get up to speed on the HST product suite, with an ability to understand customer needs and provide vision for how HST solves customer problems.
• Cross-functional experience communicating and managing relationships with internal stakeholders, both technical and commercial.
• Experience leading or partnering with adjacent client-facing functions, such as onboarding, training and education, support, or professional services, is preferred.
• Comfortable with ambiguity and organizational change, with demonstrated ability to take on expanded scope as the business grows.
• Working knowledge of surgery center and healthcare industry preferred.
• General familiarity with cloud-based applications and technologies is a plus.

Additional Responsibilities:

• • Coach team members on performance and act as a resource and guide.
  • Partner with People Services on Performance Improvement Plans (PIPs) and personnel issues as they arise.
  • Lead regularly scheduled 1:1 meetings with individual team members.
  • Lead mid-year and end-of-year performance reviews giving insightful and transparent feedback to team members.
  • Review and approve/deny PTO and Leave requests for Team Members.
  • Act as a main resource and communicator of company-wide initiatives including trainings, surveys, events, and announcements.
  • Model and champion AI-forward ways of working, coaching team members to build AI fluency and adopt new tools.
  • Foster a team culture that cultivates cohesion and upholds our core values.

Team Culture

• We go beyond the expected. We strive to be the difference in everything we do and look for ways to innovate and deliver beyond expectations.
• We thrive through collaboration. We invest in our team and take pride in the success of others.
• We strive to make a positive impact. We are passionate our work and leverage our collective creativity and industriousness to make big things happen
• We sharpen and share our expertise. We aspire to learn, grow, and share knowledge.
• We love the journey. We never lose sight of the fact that we’re contributing to building a new model of healthcare delivery.

Perks & Benefits

• Remote work environment
• Health benefits paid for employee
• Flexible Paid Time Off Policy
• 11 company holidays per year
• Paid parental leave
• 401K with matching contributions
• Learning and development allowance
• A diverse, inclusive, and fun team!

HST Pathways celebrates diversity and is steadfast in fostering an inclusive work environment where employees feel valued, respected, and engaged. We champion and nurture a culture where inclusiveness is instinctive and fuels innovation, connection, and a strong sense of “One Team”. HST is deeply committed to representing and reflecting the unique experiences, perspectives and viewpoints of our employees, customers, and the communities we serve.