Director of Customer Success

Director of Customer Success

About the Job

The ’90s called and want their discs back.

Clearpath eliminates CDs by enabling healthcare facilities to securely share medical images and documents with patients, providers, and third parties. We partner with 2,500 facilities, all major PACS, RIS, and EMR platforms, and leading healthcare technology companies through direct and white-label solutions. We’re growing quickly and looking for a Director of Customer Success to manage complex enterprise customers while helping build Clearpath’s account-management function from the ground up.

This is not a traditional relationship-management role. We need a technically proficient, highly organized leader with strong enterprise account-management and project-management experience. 

What You’ll Do

• Own and manage relationships with Clearpath’s customers following go-live.
• Serve as the primary point of contact and trusted advisor for customer executives, operational leaders, and technical teams.
• Build Clearpath’s account-management structure, including processes, playbooks, reporting, customer documentation, and communication standards.
• Develop detailed project plans, establish ownership and timelines, and drive customer initiatives through completion.
• Translate technical issues and customer requirements into clear action plans for both technical and nontechnical stakeholders.
• Partner closely with Implementation, Support, Product, Engineering, and Sales to ensure strong handoffs and ongoing customer success.
• Lead regular customer meetings, project updates, executive business reviews, and strategic planning sessions.
• Identify risks, dependencies, and potential roadblocks early and drive them through resolution.
• Manage customer escalations with urgency, accountability, and clear communication.
• Build strong relationships across each account to understand customer goals, workflows, technical environments, and evolving needs.
• Drive retention and account growth by identifying, positioning, and helping close expansion opportunities.
• Gather and share customer insights, competitive intelligence, and product feedback with internal teams.
• Maintain accurate CRM records, project plans, meeting notes, and customer documentation.
• Help define account health, adoption, retention, and performance metrics.
• Contribute to the future growth and development of the account-management team.
• Lead strategic QBRs that clearly demonstrate customer value, review performance and adoption, address open priorities, and align on future goals.
• Identify expansion opportunities by developing a deep understanding of each customer’s workflows, challenges, and strategic objectives.
• Own the upsell process from opportunity identification through positioning, proposal development, and close.
• Build account-growth plans that expand product adoption across departments, facilities, markets, and use cases.
• Partner with Sales, Product, and leadership to develop and execute customer-specific expansion strategies.
• Attend conferences and travel occasionally (~5%).

What We’re Looking For

• Significant experience in enterprise Account Management, Technical Account Management, Customer Success, or a similar customer-facing role.
• Strong project-management background with experience leading complex, cross-functional customer initiatives.
• Experience building or improving account-management processes, systems, and operating standards.
• Ability to understand technical integrations and communicate effectively with both technical and executive stakeholders.
• Proven ability to manage complex enterprise relationships involving multiple stakeholders, priorities, and workstreams.
• Strong executive presence and the confidence to lead conversations with senior customer leadership.
• Highly self-directed and comfortable building structure in an evolving, fast-paced environment.
• Exceptionally organized, proactive, and detail-oriented, with strong follow-through.
• Commercially minded and able to identify opportunities for retention, expansion, and additional value.
• Adaptable, resilient, and comfortable working across time zones as needed.

Bonus:

• Experience in healthcare technology, health systems, or clinics preferred; medical imaging or radiology experience is a strong plus.
• Familiarity with PACS, RIS, EMR, HL7, FHIR, APIs, and SSO preferred.

Traits that matter here: high likability, grit, curiosity, adaptability, integrity, accountability, a sense of humor, and—most importantly—the ability to receive direct feedback from the leadership team, act on it quickly, and continuously improve.

If you need clear structure handed to you before you can move, this is not the right fit. If you are energized by creating order from ambiguity, building systems that did not exist before, and operating confidently in an environment that changes quickly, you will thrive here.