Clinical Success Director

Who We Are

The company offers a complete and connected technology ecosystem for senior living. Founded by Michael Wang, a former Green Beret and cardiothoracic nurse, the company was built on the belief that compassionate care and technology can and should coexist.

Our integrated solutions fit into existing workflows and give senior-living operators greater visibility into what is happening across their communities. Supported by nurse specialists and powerful analytics, the company helps teams make informed clinical and operational decisions that improve efficiency, outcomes, and quality of care.

You’ll join a growing global team united by a shared mission, with a new NYC office designed to strengthen collaboration and in-person connection.

ABOUT THE ROLE

The Clinical Success Director owns the operator relationship end-to-end. This is not a support role or a coordination role. You are the strategic partner to senior living operators, responsible for driving adoption, demonstrating ROI, and securing renewals across a complex, multi-stakeholder book of business.

This role sits at the intersection of clinical credibility, commercial ownership, and executive presence. You will operate at the leadership level with operator executives while staying close enough to the community to know what is actually happening on the floor. You know when to zoom out and when to get in the weeds, and you make that switch instinctively.

You will not directly manage a team, but you will be a force multiplier. You will mentor CSMs and CSDs, share what is working, and help elevate the craft of the broader CS organization. Travel expectation is approximately 30% to support on-site visits, EBRs, and key client moments.

Success in this role is measured by

• Net Dollar Retention across your assigned accounts

• Client-validated ROI and measurable outcomes

• Expansion revenue closed within your book of business

• Adoption and utilization of the company products

• Client satisfaction (NPS)

WHAT YOU'LL DO

• Own the operator relationship. You are the primary point of contact for executive stakeholders at your accounts. You build trust, manage through complexity, and make your clients feel like the company has a partner invested in their success.

• Drive commercial outcomes. You understand the renewal cycle, expansion opportunities, and the financial logic of the operator. You lead executive business reviews with data-driven storytelling and keep NDR front of mind at every stage of the relationship.

• Drive expansion. You know your accounts well enough to spot where the company can do more, and you build the case for it. You bring opportunities to the table with a point of view, not just a flag, and you partner with Sales to get them across the line.

• Lead with solutions. When problems surface, you show up with options, not escalations. You are resourceful, decisive, and accountable for outcomes, not just activity.

• Operate at altitude and in the details. You can present to a CEO in the morning and troubleshoot a utilization issue with a community DON in the afternoon. You know which mode the moment requires.

• Build structure where none exists. You create account plans, track progress against joint impact plans, and bring operational rigor to a book of business that demands it.

• Mentor and elevate. You actively invest in the growth of CSMs and CSDs around you, sharing frameworks, debriefing accounts, and modeling what great looks like in this role.

• Represent the voice of the customer internally. You surface themes, flag risks, and work cross-functionally with Sales, Product, and the CCOE to bring the right resources to the right accounts at the right time.

WHAT WE'RE LOOKING FOR

Must-Haves

• Startup mentality. You have worked in a fast-moving, high-growth environment where the playbook was still being written. You are comfortable with ambiguity and do not wait to be told what to do.

• Commercial ownership. You understand revenue, renewal, and expansion. You speak the language of operators and executives and take accountability for NDR outcomes on your book.

• Altitude flexibility. You can operate at the strategic and executive level and get into the operational details when needed. You know which mode the situation requires.

• Solutions orientation. You bring proposals, not problems. You are proactive, resourceful, and own outcomes rather than hand them off.

• Operational rigor. You manage complex, multi-stakeholder relationships with structure, follow-through, and a high bar for execution.

• EBR and data fluency. You are confident in leading executive business reviews, building a narrative around data, and translating metrics into meaningful insights for operator leadership.

• 7+ years of experience in customer success, account management, or enterprise client-facing roles in a SaaS or healthtech environment.

Strong Differentiators

• Clinical background. A clinical credential or meaningful clinical experience is a real differentiator in this role. Our customers are clinicians and operators who respond to people who understand care delivery. Preferred, not required.

• Senior living or post-acute experience. Familiarity with the operator landscape accelerates credibility and shortens ramp time.

• Cross-functional fluency. Experience working closely with Sales, Product, and clinical teams without friction.

WHAT TO EXPECT

This role is high-accountability and high-velocity. You will own a complex book of business and be expected to make decisions quickly, navigate difficult conversations, and deliver outcomes without always having perfect information.

The growth path here is not into people management. It is into a bigger, more complex book of business, deeper operator relationships, and expanded influence within the company. If you are ambitious and want to grow as an individual contributor and operator-level strategist, that path exists and we will invest in it.

Travel expectation is approximately 30% to support on-site visits, EBRs, and key client moments.

What You’ll Get

At the company, you’ll help reshape how older adults live and age with greater safety, connection, and dignity. Here’s how we support the people making that possible:

• Competitive Compensation — A strong base salary and variable compensation where applicable.

• Ownership in Our Future — Equity that gives you a stake in the impact and value we’re building together.

• Growth and Recognition — Semiannual reviews that recognize your contributions and support your continued development.

• AI Tools and Training — Access to leading AI tools and company-wide training that help you work smarter and strengthen your skills.

For U.S.-Based Employees

• Health and Wellness — Comprehensive medical, dental, and vision coverage, mental-health resources, and employee-assistance programs.

• Financial Protection — A 401(k) retirement plan, HSA and FSA options, and company-paid life and disability insurance.

• Time to Recharge — Flexible PTO, five paid sick days annually, company-observed holidays, and company-wide recharge periods designated each year.

• Family Support — Up to 12 weeks of paid parental leave for bonding, additional leave for birthing parents, fertility and family-building benefits, and paid caregiver and bereavement leave.

• Flexible Work Support — Hybrid and remote arrangements based on the role and location, along with home-office, internet, or phone reimbursement where applicable.

DON’T MEET EVERY QUALIFICATION?

Research shows that women and people of color may be less likely to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply—we’d love to hear from you.