Autonomize AI is at the forefront of transforming healthcare with AI-powered solutions that empower healthcare knowledge workers to make data-driven decisions, improve patient outcomes, and reduce administrative burdens. Our mission is to deliver world-class healthcare outcomes through cutting-edge technology and deep industry expertise.
We are growing fast and need a Director of Customer Success to play a pivotal role in delivering exceptional customer experiences and driving revenue growth as we scale from $5M+ to $50M ARR. Initially operating as a hands-on Individual Contributor, this leader will directly manage customer relationships, implementations, and account growth, with the opportunity to build and lead a team as the customer base grows.
Role Overview
The Director of Customer Success will own the customer journey post-sale, from turning pilots into long-term contracts to ensuring smooth implementation and account expansion. Initially focused on executing these functions personally, the role will evolve to include team-building and scaling processes as the company grows.
Act as the primary point of contact for customers, ensuring a seamless transition from sales to implementation.
Manage the end-to-end post-sales customer journey, including onboarding, delivery, and ongoing account management.
Personally oversee project management and coordination for solution delivery, ensuring on-time and high-quality implementations.
Own contract renewals, ensuring customer satisfaction, timely payments, and identifying opportunities for upsell or expansion.
Turn pilots into long-term partnerships by demonstrating value and cultivating trust with key stakeholders.
Strategic Growth and Scaling
Develop playbooks and scalable processes for onboarding, implementation, and account management to support rapid growth.
Establish and track customer success metrics to measure and improve customer outcomes and retention.
Proactively identify and address customer needs, collaborating with internal teams (Sales, Product, and Engineering) to drive continuous improvement.
Build a Customer Success team as the customer base grows, recruiting, mentoring, and enabling high-performing individuals.
Revenue Growth and Retention
Actively manage renewals and expansion opportunities to drive ARR growth.
Cultivate strong relationships with healthcare providers and payers to develop long-term, high-value partnerships.
Provide strategic feedback to internal teams based on customer insights to inform product development and delivery improvements.
Qualifications
Experience: 8+ years in customer success, account management, or project management roles, preferably in healthcare (providers and payers) or SaaS.
Startup Expertise: Proven ability to operate as an IC in a fast-paced, high-growth startup environment, with experience scaling from $5M to $50M ARR.
Healthcare Knowledge: Deep understanding of healthcare provider and payer workflows, priorities, and challenges.
Hands-On Leadership: Comfortable executing hands-on customer success functions while developing strategies to scale the team and processes.
Project Management: Demonstrated ability to independently manage complex implementations with multiple stakeholders.
Customer Focus: Strong relationship-building skills, with a track record of delivering value and driving customer satisfaction.
Communication: Excellent written and verbal communication skills, with the ability to articulate technical concepts to non-technical stakeholders.
Why Join Us?
Impact: Be part of a mission-driven company transforming healthcare through AI.
Growth: Join a fast-growing startup at a pivotal stage in scaling operations and revenue.
Culture: Collaborative, fast-paced, and values-driven work environment.
Opportunity: Gain hands-on experience as a senior leader with a direct impact on customer outcomes and the company's success.
How to Apply Submit your resume and a cover letter detailing your experience and why you're excited to join Autonomize AI. Applications should be sent to careers@autonomize.ai