Director of Client Success

Job Description

Job Description

Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call.

Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works.

Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast.

Retention is the whole ballgame for a company whose product answers its clients' phones — and ours is working: net revenue retention is currently above 140%. You'll lead the entire post-sale organization — account management, implementation, and support, 10+ people and growing — and own the playbooks that keep that number climbing as we scale.

• Lead and grow a 10+ person organization spanning account management, implementation, and support
• Protect and build on our 140%+ net revenue retention as the account base scales
• Build the playbooks: onboarding, QBRs, health scoring, risk escalation
• Develop relationships with senior stakeholders at our top accounts
• Own and resolve complex escalations end-to-end
• Partner with sales, product, and engineering as the voice of the customer
• Define and report the CS metrics that matter to leadership and the board

Full-time onsite at our Birmingham, AL office.

Requirements

• 8+ years in customer success or account management, with 3+ years leading teams
• Track record of building CS processes from scratch and hitting retention targets
• Data-driven operator: NRR, adoption, and time-to-value are your native language
• Strong hiring and coaching record

• Experience in healthcare technology or with provider organizations
• Experience leading implementation or support functions alongside account management

Benefits

• Top-tier health coverage: medical, dental & vision
• 401(k)
• Paid time off + holidays, and paid parental leave

If you want to fix the front door of healthcare, we'd love to hear from you.

Transform9 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Note: the Transform9 team will only email you from a transform9.com email address.