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.