Director of Customer Success

Customer Success Director

The Customer Success Director is the senior strategic owner of Mytonomy's most important relationships with health systems and health plans. In this role, you will serve as a trusted advisor and executive partner to C-suite stakeholders including CIOs, CNOs, CMIOs, and Chief Digital Officers guiding them through the adoption and long-term value realization of Mytonomy Cloud for Healthcare. You will be responsible for driving measurable outcomes: patient engagement rates, satisfaction scores, clinical adoption, and demonstrable ROI. You will orchestrate cross-functional teams internal and external to ensure customers achieve and sustain success, while actively identifying opportunities to expand Mytonomy's footprint within your accounts.

Responsibilities

• Serve as the executive point of contact for assigned health system and payer accounts, building strong relationships with C-suite and senior clinical leaders.
• Engage Mytonomy executives and founders for key customer discussions and strategic reviews.
• Lead QBRs to demonstrate value, identify opportunities, and strengthen executive alignment.
• Develop executive communications and briefings that support deployment strategies and business objectives.
• Create and execute account strategies aligned with customer clinical and operational priorities.
• Identify expansion opportunities across service lines, sites, and platform capabilities.
• Guide customers through the transition from legacy patient education solutions by highlighting ROI and workflow benefits.
• Monitor account health and proactively address adoption, escalation, and retention risks.
• Measure and communicate success metrics including engagement, satisfaction, adoption, and operational impact.
• Conduct data-driven analyses and present ROI findings to customer and executive stakeholders.
• Develop case studies, customer success stories, and account documentation to support retention and growth.
• Partner with Product teams to provide customer insights and influence product enhancements.

Requirements

• Master's degree in Public Health, Healthcare Policy, Health Informatics, or a related field preferred; equivalent healthcare technology or IT solution delivery experience considered.
• 5-7+ years of customer success, account management, or client-facing experience within healthcare.
• Proven success managing and growing complex health system or payer accounts at the executive level.
• Strong knowledge of Epic EHR workflows; Epic implementation or integration experience preferred.
• Demonstrated ability to communicate ROI and business value to C-suite stakeholders through presentations, executive memos, and QBRs.
• Excellent written and verbal communication skills, including executive presentations and strategic documentation.
• Strong project management skills with proficiency in Asana and Google Workspace.
• Ability to independently manage multiple complex accounts and make sound business decisions.
• Comfortable working in fast-paced, evolving environments and advocating for customer and business outcomes.
• Passion for healthcare innovation and improving patient outcomes through technology.
• Located in the Greater Washington, DC area preferred; remote candidates may be considered.
• Reports to the Head of Customer Success