Remote opportunity at
HST PathwaysDirector, Client Success
HST Pathways is seeking a Director, Client Success to lead operational excellence and profitability across its entire customer portfolio, including top corporate accounts, small accounts, and…
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About This Role
HST Pathways is seeking a Director, Client Success to lead operational excellence and profitability across its entire customer portfolio, including top corporate accounts, small accounts, and mid-market customers. Backed by Bain Capital, the company develops innovative software that enables surgery centers to optimize costs and enhance patient outcomes. In this fully remote position, the incoming leader will combine strategy, execution, management, and leadership to drive technology adoption, improve retention, and…
Job Description
HST Pathways is seeking a Director, Client Success to lead operational excellence and profitability across its entire customer portfolio, including top corporate accounts, small accounts, and mid-market customers. Backed by Bain Capital, the company develops innovative software that enables surgery centers to optimize costs and enhance patient outcomes. In this fully remote position, the incoming leader will combine strategy, execution, management, and leadership to drive technology adoption, improve retention, and foster client advocacy.
The role places a heavy emphasis on AI and operational optimization. The Director will define and implement the Client Success AI strategy, introducing automated workflows, predictive health scoring, and risk-detection tools using platforms like Gainsight and Salesforce. Responsibilities include supervising a team of Corporate Client Managers and Client Success Specialists, serving as an escalation point for complex client needs, tracking OKRs and KPIs such as Net Revenue Retention and Net Promoter Score, and collaborating cross-functionally with Product, Growth, and Client Services.
This position suits a data-driven, results-oriented leader with a hands-on coaching style and a deep enthusiasm for client satisfaction. Candidates must be comfortable navigating ambiguity, managing a high-volume workload, and leading change management initiatives as the organization expands.
Responsibilities
- Manage a team consisting of Corporate Client Managers, a Manager of Client Success, and Client Success Managers
- Oversee operational excellence and profitability for the entire customer base, spanning top corporate accounts and small to mid-market segments
- Define and own the Client Success AI strategy, implementing automated workflows, predictive health scoring, and churn-risk monitoring tools
- Serve as an escalation point for surgery center and partner needs, driving prompt and repeatable internal resolutions
- Partner with Corporate Client Managers to establish yearly partnership strategies, meeting cadences, and success plans
- Track and drive Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) including NRR, GRR, NPS, and client retention
- Oversee the Gainsight and broader Client Success technology stack to maximize consistency and automation
- Coach team members on performance, lead regular one-on-one meetings, and conduct performance reviews
Requirements
- Bachelor's degree
- Minimum of 3 years of Client Success related management experience, including leading managers and multi-team organizations
- Prior experience in data and financial analysis and client account management
- Hands-on experience applying AI, automation, or advanced analytics to improve operational or customer success outcomes
- Demonstrated process optimization and change management experience rolling out new tools to client-facing teams
- Sales and business development background
- Expertise managing client relationships for complex technology products
- Working knowledge of AI tools, data privacy, and security principles
Qualifications
- Experience leading or partnering with adjacent client-facing functions such as onboarding, training, support, or professional services
- Working knowledge of the surgery center and healthcare industry
- General familiarity with cloud-based applications and technologies
Core Skills
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Is this position remote?
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What is the employment type?
The posting indicates it is an open full-time position.
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