Director of Client Success

Transform9 Ai Agent Role

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.

About The Role

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.

What You'll Do

• 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

Location

Full-time onsite at our Birmingham, AL office.