Director of Customer Success

Over the past four years, Nabla has dedicated its resources to the development of Nabla: an innovative ambient AI assistant designed to relieve clinicians of the burden of clinical documentation. At its core, Nabla is about the clinician. Bringing together a team of machine learning engineers from esteemed AI labs like Facebook AI Research, along with a group of physicians at the heart of the product since the very beginning, Nabla is at the forefront of advancing AI in healthcare. This collaborative effort has resulted in superior performance, validated by a community of over 25,000 clinician users.

After successful deployments to health systems, and raising $44M in funding, Nabla is scaling its US team.

We are seeking a dynamic and experienced Director of Customer Success to join our growing team. The Director of Customer Success will play a pivotal role in preparing and converting pilots, driving customer satisfaction, retention, and expansion by leading our customer success efforts. Initially, this role will be mainly individual contributor-focused, with the perspective to build and lead a customer success team as we scale. This role reports to the CPO.

Responsibilities:

• Build and nurture strong relationships with key customers to drive satisfaction, retention, and expansion opportunities.
• Develop and implement customer success strategies, processes, and best practices to ensure the highest level of customer satisfaction and success.
• Serve as the primary point of contact for escalated customer issues, working cross-functionally to resolve issues promptly and effectively.
• Develop and deliver customer success metrics and reporting to track performance, identify trends, and drive actionable insights.
• Collaborate closely with sales, product, and other cross-functional teams to align customer success efforts with company goals and initiatives.
• Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and apply insights to continuously improve our customer success efforts.
• Mentor and coach junior team members and contribute to their professional growth and development.
• As we scale, recruit, hire, and onboard additional customer success team members and implementation managers to support our growing sales and customer base.

Qualifications:

We are seeking candidates with:

• 5+ years of experience in customer success, account management, or a related customer-facing role.
• Proven track record of driving customer satisfaction, retention, and expansion in a SaaS or technology-driven environment.
• Strong communication, presentation, and interpersonal skills with the ability to build rapport and trust with customers and internal stakeholders.
• Demonstrated leadership experience with the ability to lead by example, mentor team members, and drive results.
• Experience developing and implementing customer success strategies, processes, and best practices within the healthcare industry.
• Analytical mindset with the ability to leverage data and metrics to drive insights and inform decision-making.
• Experience recruiting, hiring, and developing high-performing teams is a plus.

If you are excited about driving groundbreaking changes in the healthcare industry and want to be a key player in Nabla's growth, we encourage you to apply.