Director, Client Success - Periop

About Qventus

On this journey for over 12 years, Qventus is leading the transformation of healthcare. We enable hospitals to focus on what matters most: patient care. Our innovative solutions harness the power of machine learning, generative AI, and behavioral science to deliver exceptional outcomes and empower care teams to anticipate and resolve issues before they arise.

Our success in rapid scale across the globe is backed by some of the world's leading investors. At Qventus, you will have the opportunity to work with an exceptional, mission-driven team across the globe, and the ability to directly impact the lives of patients. We’re inspired to work with healthcare leaders on our founding vision and unlock world-class medicine through world-class operations.

About the Role

We’re looking for an experienced Client Success Director to join our Periop and Patient Care Coordination (PCC) Delivery team. In this role, you will leverage your expertise in provider-side strategy and operations to ensure the success of the entire Perioperative and PCC client portfolio. You’ll work cross-functionally with Product, Engineering, Sales, Marketing, and Commercial teams to shape solutions that deliver measurable value.

This is a high-impact role that will influence our Perioperative and PCC strategies, strengthen customer outcomes, and shape our company’s growth trajectory. Unlike a typical Customer Success model, this role requires a proactive, highly consultative approach that includes navigating complex health system dynamics and effectively positioning the value of our SaaS solutions in a rapidly changing competitive environment.

Key Responsibilities

• Team Leadership: Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs), fostering a culture of accountability, proactive client management, and strategic thinking.
• Performance Management: Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets.
• Escalation Management: Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships.
• Portfolio Strategy: Own the overall strategic health and success of the Perioperative and PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes.
• Value Realization: Develop and execute account-level strategies that secure high-value client outcomes and maximize the realization of the Qventus solution's ROI.
• Accountability: Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements.
• Advocacy: Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders of all levels (end user through executive) consistently understand and articulate how our AI platform drives superior results compared to alternative or incumbent systems.
• Growth & Expansion: Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases.
• Retention: Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts.
• Stakeholder Management: Effectively manage complex client political landscapes and varied personalities at the executive, clinical, and IT levels.
• Cross-Functional Collaboration: Collaborate closely with internal Product, Engineering, Sales, and Delivery teams to translate client needs into product improvements and ensure successful solution deployment.

What We’re Looking For

• 7+ years of experience in Strategic Account Management, Consulting, or Client Success for an enterprise healthcare SaaS or technology company.
• 3+ years of experience directly managing and leading a client-facing or consulting team with proven success coaching diverse work styles, career goals, and delivering feedback in a supportive and constructive way that directly translates to improved team performance.
• Portfolio Management: Proven ability to manage a significant book of business and achieve high net retention and expansion targets.
• Domain Expertise: Deep domain knowledge of healthcare operations, specifically in Perioperative Services (e.g., block management, OR scheduling, schedule optimization) and/or Patient Flow/Care Coordination.
• Health System Navigation: Expert-level ability to navigate and manage complex health system structures, politics, and decision-making processes.
• Competitive Positioning: Demonstrated experience in competitive selling or positioning against EMR vendors (e.g., Epic, Cerner) and articulating the unique value of a purpose-built, best-of-breed SaaS solution.
• Communication: Exceptional communication and presentation skills, with the ability to convey complex technical and operational information to executive audiences.

Bonus Points For

• Understanding what drives a business and how to determine the right focal areas to yield success.
• Seeing risks early and mitigating them before they have a chance to render.
• Thriving in a high-pressure, rapidly changing, startup environment.

Benefits & Perks

• Open Paid Time Off
• Paid parental leave
• Professional development opportunities
• Wellness and technology stipends
• Generous employee referral bonus
• Employee stock option awards