Director, Enterprise Client Success

Are you looking for a high energy, strategic, and fast-paced position as a Director, Enterprise Client Success? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements. We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent. Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options - you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program - a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  
  
  
  • Promotes internal mobility and career growth aligned with evolving business needs
  • Multiple development program options - leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees
  
  
  
  

WHAT YOU'LL DO:

Strategic Leadership & Revenue Ownership:

• Own GRR, NRR, renewal, and expansion targets assigned for Enterprise segments or verticals.
• Develop and manage accurate renewal and expansion forecasts; present performance insights and risks to senior leadership.
• Define and execute multi-year strategies to improve client retention, expansion, and overall lifetime value.
• Establish and evolve segmentation strategies and service tiering models to optimize client engagement and scalability
• Lead executive-level business reviews and manage high-level escalations.

Organizational Leadership & Talent Management:

• Lead, develop, and coach managers and individual contributors to ensure strong performance and leadership capability across.
• Partner with senior leadership to design and evolve the organizational structure to support scale, growth, and operational efficiency.
• Own leadership development and talent calibration process for assigned teams and partners with senior leadership on succession planning
• Partners with Talent Management and HR to define hiring profiles and workforce planning strategies in close alignment with senior leadership.

Operational Excellence & Scalable Program Design :

• Lead annual strategic planning for assigned segments, including capacity planning and resource allocation.
• In partnership with various levels of leadership define and evolve the Enterprise Client Success operating model, ensuring consistency, scalability, and alignment with corporate strategy
• Develop and implement programs that increase the measurable value of Relias solutions and improve client workflow efficiency and outcomes.
• Monitor KPIs and operational metrics, driving continuous process improvements.
• Identify systemic risks and develop mitigation strategies to protect revenue and client satisfaction.
• Fosters a culture of innovation and experimentation, encouraging the responsible adoption of AI and emerging technologies to expand client value delivery and operational effectiveness.

Cross-Functional & Executive Partnership:

• Influence and align cross-functional executive stakeholders to support client growth and retention initiatives.
• Partner with Sales leadership to identify and execute expansion strategies within enterprise accounts.
• Collaborate with Products and Engineering to incorporate enterprise client insights into roadmap prioritization.
• Work with Finance on forecasting accuracy, pricing considerations, and long-term revenue planning.
• Represent the Client Success function in enterprise-wide initiatives and strategic planning discussions, as needed.

Market Representation & Industry Engagement:

• Represent Relias at industry conferences, client forums, and executive events (e.g. Impact Nation, TSIA, Pulse, and healthcare industry conferences).
• Maintain awareness of industry trends, competitive landscape, and best practices in enterprise SaaS Client Success

YOU'VE GOT WHAT IT TAKES IF YOU HAVE:

• Bachelor's degree
• 9 years SaaS experience
• 5+ years of direct management experience, with a focus on managing a client success team and department
• Demonstrated ownership of revenue outcomes and forecasting accuracy
• Proven ability to lead multi-layer teams and develop individuals at both the IC and manager level.
• Strong business and financial acumen as it relates to an as-a-service (SaaS) business model
• Strategic thinker with the ability to translate vision into executable plans
• Executive presence with strong communication and influence skills
• Experience designing scalable operating models and customer lifecycle strategies
• Ability to drive change management initiatives across complex organizations
• Advanced analytical capability; proficiency with Salesforce, Gainsight, and data-driven performance management
• Strong decision-making skills in a metrics-driven, high-accountability environment
• High level of proficiency in Microsoft Office tool suite (Word, Excel, PowerPoint, etc.)
• Demonstrated curiosity and practical application of AI and automation tools to enhance client value realization, optimize internal workflows, and drive scalable innovation

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

Relias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute from the RDU airport). You would be expected to work in our Morrisville, NC Headquarters approximately 30/40 days/quarter.

Company: Relias LLC | Job ID: 287331