About Us
Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS) that enables the rapid development of mobile, desktop, text messaging and interactive voice applications. Chorus’ platform currently powers transformative healthcare, biomedical research and community health projects across institutions and public health agencies nationwide. We believe every community should have world-class health technology so they can thrive.
Our mission is to improve the lives of people and communities by democratizing technology development in health and research.
About the Role
We are seeking an experienced and visionary Director of Customer Success to scale and lead the Customer Success function at Chorus Innovations. This pivotal role will be responsible for developing and executing strategies to ensure customer satisfaction, implement a structured upsell / cross sell strategy, drive adoption and retention of our solutions, and maximize customer lifetime value. The ideal candidate will combine strategic thinking with hands-on leadership to deliver measurable results.
What You’ll Do:
- Strategy Development & Leadership
- Design and implement a scalable Customer Success strategy aligned with company goals.
- Build and lead a high-performing Customer Success team, fostering a culture of customer-centricity and continuous improvement.
- Develop customer segmentation models to tailor engagement strategies effectively.
- Customer Onboarding & Retention
- Oversee the onboarding process to ensure customers achieve value quickly and seamlessly.
- Develop retention strategies to maintain and grow the customer base, identifying risks early and mitigating churn.
- Act as a senior point of escalation for resolving critical customer issues.
- Customer Engagement & Advocacy
- Establish frameworks for proactive customer engagement, ensuring consistent communication and support.
- Partner with Sales, Product, and Marketing teams to advocate for customer needs and drive product improvements.
- Develop and promote customer advocacy programs, including case studies and testimonials.
- Performance Metrics & Reporting
- Define and track KPIs for Customer Success, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and retention/churn rates.
- Present insights and recommendations to the executive team on customer health and engagement trends.
- Revenue Growth
- Collaborate with Sales to identify expansion opportunities within the customer base.
- Develop and execute strategies to increase upsell and cross-sell opportunities.
- Forecast and be accountable to upsell / cross sell and GRR financial metrics
The Experience You’ll Need:
- 8+ years of experience in Customer Success, Account Management, or related fields, with at least 5 years in a managerial role.
- Proven track record of building and scaling Customer Success teams in a SaaS or tech environment, along with financial growth metrics directly tied to CS-related initiatives
- Strong understanding of customer success metrics and the ability to use data to inform decisions.
- Exceptional communication and interpersonal skills, with the ability to build trusted relationships with customers and internal stakeholders.
- Experience in the healthcare or health tech industry is highly preferred.
- Strategic thinker with a hands-on, execution-oriented mindset.
Why You’ll Love Working with Us:
- Engage with an exciting, fast-growing, and diverse group of coworkers dedicated to improving lives by breaking down technology barriers.
- Work in a culturally rich environment that values diversity and inclusivity, ensuring a welcoming and supportive atmosphere for all employees
- Full medical, dental, vision and life insurance benefits
- 401K matching
- Company stock options
- Unlimited paid vacation
- Performance bonuses
- Company support for career and skill development
- Fun company events and outings
- Chorus is an equal opportunity employer with a commitment to diversity and inclusion
Compensation Disclosure
The anticipated base salary for this position is $152,000 to $170,000, based on the Los Angeles market. The base salary offered may vary depending on several factors, including the applicant's qualifications, relevant experience, specific skills, level of education, certifications, and the geographic location where the role will be performed.
Please note that the listed compensation details apply to the base salary only and do not include additional elements of the total compensation package, such as performance bonuses, stock options, or benefits. The final compensation package will be determined by evaluating the candidate’s qualifications in relation to market standards and internal pay equity.
Chorus Innovations values diversity as a core principle of the work we do and the communities we serve. We are committed to equal employment opportunity, and we do not discriminate on the basis of race, color, religious creed, citizenship, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, sex, sexual orientation, military and veteran status, gender, gender identity, gender expression, or any other protected characteristic.
Disability Accommodation for Applicants to Chorus Innovations
At Chorus Innovations, we are committed to fostering an inclusive and accessible workplace environment for all individuals, including job applicants with disabilities. We recognize the value that individuals with diverse abilities bring to our organization and are dedicated to providing equal opportunities for all applicants.
If you require accommodations at any stage of the job application process due to a disability, please inform us of your needs. We will do our best to work with you to ensure that reasonable accommodations are made to facilitate your participation in the recruitment process.
Please note that accommodations will be provided in a manner that respects your privacy and confidentiality. Disclosing a disability or requesting accommodations will not affect your candidacy or opportunities for employment with Chorus Innovations.
To request accommodations or discuss your needs further, please contact careers@joinchorus.com. We encourage you to reach out as early as possible to ensure that appropriate arrangements can be made.
Thank you for considering Chorus Innovations as a potential employer. We look forward to the opportunity to work together and to creating an inclusive workplace where all individuals can thrive.