Client Success Director, Perioperative Care Coordination

About the Role

We’re looking for an experienced Client Success Director to join our Perioperative 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 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

• Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs), fostering a culture of accountability, proactive client management, and strategic thinking.
• Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets.
• Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships.
• Own the overall strategic health and success of the PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes.
• Develop and execute account-level strategies that secure high-value client outcomes and maximize the realization of the Qventus solution's ROI.
• Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements.
• 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.
• Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases.
• Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts.
• Effectively manage complex client political landscapes and varied personalities at the executive level.