Customer Success Director

This is a fully remote opportunity. 

Gradient AI:     

Gradient AI is a leading provider of AI solutions for the Group Health and P&C insurance industries. Our solutions improve loss ratios and profitability by predicting underwriting and claim risks with greater accuracy, as well as reducing quote turnaround times and claim expenses through intelligent automation. Gradient AI’s SaaS platform leverages a vast industry data lake comprising tens of millions of policies and claims, providing insurers with high resolution, data-driven insights. Customers include some of the most recognized insurance carriers, MGAs, MGUs, TPAs, risk pools, PEOs, and large self-insured employers across all major lines of insurance. Founded in 2018, Gradient has experienced strong growth every year and recently raised $56 million in Series C funding from top Insurtech investors. 

About the Role:   

We are seeking a passionate Customer Success Director to join our Health sales team. This role will focus on building strong relationships and delivering exceptional customer service to ensure 100% client retention. 

As the primary point of contact, you will manage client inquiries, support requests, and strategic initiatives, driving value through our predictive AI solutions. Key responsibilities include leading user training, driving product adoption, and gathering client feedback to enhance solution efficacy in the health insurance underwriting environment. 

Key Responsibilities:  

• Partner with Sales & Client Executives to build long-term relationships and drive business growth within designated client accounts.
• Promote adoption, utilization, and expansion of the Gradient AI platform, ensuring client value and achieving revenue goals.
• Support change management efforts by identifying pain points and delivering solutions to drive product adoption.
• Contribute to quarterly business reviews, identifying up-sell opportunities and providing industry insights on new challenges and solutions.
• Collaborate with the sales team on contract renewals, ensuring timely delivery of high-quality solutions.
• Define and track KPIs related to client satisfaction, usage, and retention, developing strategies to improve outcomes.
• Create compelling narratives for renewals, proposals, and QBR decks based on client data and results. 

Qualifications:    

• 10+ years of account management experience within Health insurance Underwriting.
• Demonstrated success with managing and developing customer relationships.
• Advanced experience utilizing Excel for data analysis and reporting; skilled in conducting technical demos to showcase product features and functionality.
• Prior experience working with C-level executives, management level, and underwriting adjusters.
• Dynamic communication skills, both oral and written.
• Ability to work in a self-driven manner within a fast-paced, collaborative environment.  

What We Offer:   

• A fun, fast-paced team-oriented startup culture.
• Generous stock options - we all get to own a piece of what we are building.
• Unlimited vacation days.
• Flexible schedule that supports working from home.
• Full benefits package including medical, dental, vision, 401k, and more.
• Exponential career growth provides many opportunities to learn and take on new responsibilities. 

We are an equal-opportunity employer.