Director of Customer Success

About the role

Olio is seeking a solution‑oriented, customer‑first leader to own retention and growth strategies for its payer and provider customers. As Director of Customer Success you will oversee the health and experience of a portfolio of enterprise accounts, driving scalable onboarding, adoption, and renewal processes.

Key responsibilities

• Serve as the executive point of contact for assigned customers, building trusted relationships with senior stakeholders.
• Develop a deep understanding of each customer’s business goals, success metrics, and outcomes.
• Facilitate monthly operational reviews and quarterly business reviews to assess progress and identify expansion opportunities.
• Lead cross‑functional initiatives with Sales, Product, and other teams to maximize customer lifetime value.
• Own the strategy for customer retention, expansion, and overall satisfaction.
• Travel 15–25% to meet customers on‑site as needed.

Required profile

• Bachelor’s degree in Business, Healthcare, or a related field (or equivalent experience).
• 5+ years in customer‑facing roles such as Customer Success, Account Management, or Consulting.
• Experience in the healthcare industry, particularly with payers, skilled nursing facilities, or health systems.
• Proven track record managing and growing complex enterprise SaaS accounts.
• Strong executive presence and ability to present to senior stakeholders.
• Highly analytical with the ability to translate data into strategy.
• Excellent communication, relationship‑building, and stakeholder‑management skills.

Required skills

• Google Suite
• HubSpot (or similar CRM)
• Zoom
• Google Meet
• Microsoft Teams

What we offer

• A high‑performing team with ambitious yet realistic goals.
• A supportive environment that values open communication and feedback.
• Opportunities for learning and development through design discussions, mentorship, and continued education.