Customer Success Director

About the role

ABOUT HEALTHLEAP Every day, millions of hospitalized patients who need intervention are missed because clinicians simply can't see everything. HealthLeap is building the AI operating system that helps care teams identify these missed patients, enabling them to improve health outcomes and generate millions of dollars. HealthLeap is changing what is possible: closing gaps that traditional workflows and clinician capacity could never. Over the past year, we've grown contracted revenue more than 13x, expanded rapidly across leading health systems, and now help care teams identify patients across millions of inpatient encounters. We're ~25 people. >$32M raised. SF-based, hybrid-friendly. And, we're delivering results that are changing lives. WHY THIS ROLE The most critical part of building healthcare technology is building partnerships that last: earning the trust of executives, proving value in the language of finance and quality, and turning a successful first deployment into a long-term relationship that keeps growing. As a Customer Success Director, you own the health and growth of a portfolio of HealthLeap's health system relationships. You'll define how HealthLeap retains, expands, and scales your portfolio of health system partnerships as we expand into a multi-condition platform. You'll work directly with founders, product leadership, and data science, bringing the customer's voice into every critical decision. WHAT YOU'LL DO - Serve as the primary strategic partner to executives and key decision-makers across a portfolio of health system partners - Build broad, trusted relationships early, from the C-suite to operational leaders, and deepen them throughout the partnership, not just at renewal - Own retention and renewal, and partner with our sales team on expansion into new service lines and facilities - Define success with each partner in clinical, operational, and financial terms, and lead executive business reviews that show progress and set the next step - Work closely with our clinical and implementation colleagues so they have the sponsorship and organizational alignment they need to drive adoption - Spot risk early and get ahead of it - Bring the customer's voice into product, data science, and company decisions - Help build the playbooks for how customer success at Healthleap scales as we grow WHAT WE'RE LOOKING FOR - Substantial experience (typically 7+ years) in customer success, strategic account management, consulting, or a related role, and a track record of growing complex, senior-level relationships - Experience working with health systems or other large, complex organizations. Deep healthcare experience is a plus; so is experience bringing new technology into established environments - Comfort with data: you can read a dashboard, build a business case, and tell the story behind the numbers to CFOs, CIOs, and CMOs - Strong commercial judgment about retention, expansion, and value - Thrive with ownership and ambiguity in a fast-moving, early-stage company - Work well across clinical, technical, and product teams, knowing when to lead and when to enable - Willing to travel regularly for site visits, business reviews, and key partner milestones A NOTE ON FIT If you're excited by the mission and bring most of what's above, we'd like to hear from you, even if your background doesn't match every line. If you're passionate about applying frontier AI to real-world impact, join us in building healthcare's future.