At a Glance
- Tasks: Lead a dynamic team to enhance client success and retention in healthcare tech.
- Company: Transform9, an innovative AI company revolutionising patient call management.
- Benefits: Top-tier health coverage, 401(k), generous paid time off, and parental leave.
- Other info: Join a fast-growing team in Birmingham, AL, with a collaborative culture.
- Why this job: Make a real impact in healthcare by improving patient experiences and driving retention.
- Qualifications: 8+ years in customer success with strong leadership and data-driven skills.
The predicted salary is between 80000 - 100000 £ per year.
Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call. Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works. Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast.
About the role: Retention is the whole ballgame for a company whose product answers its clients' phones — and ours is working: net revenue retention is currently above 140%. You'll lead the entire post-sale organization — account management, implementation, and support, 10+ people and growing — and own the playbooks that keep that number climbing as we scale.
What you'll do:
- Lead and grow a 10+ person organization spanning account management, implementation, and support
- Protect and build on our 140%+ net revenue retention as the account base scales
- Build the playbooks: onboarding, QBRs, health scoring, risk escalation
- Develop relationships with senior stakeholders at our top accounts
- Own and resolve complex escalations end-to-end
- Partner with sales, product, and engineering as the voice of the customer
- Define and report the CS metrics that matter to leadership and the board
Location: Full-time onsite at our Birmingham, AL office.
Qualifications:
- 8+ years in customer success or account management, with 3+ years leading teams
- Track record of building CS processes from scratch and hitting retention targets
- Data-driven operator: NRR, adoption, and time-to-value are your native language
- Strong hiring and coaching record
Nice to have:
- Experience in healthcare technology or with provider organizations
- Experience leading implementation or support functions alongside account management
Benefits:
- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off + holidays, and paid parental leave
If you want to fix the front door of healthcare, we'd love to hear from you. Transform9 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Director of Client Success in Birmingham employer: Transform9
Transform9 is an exceptional employer that prioritises employee well-being and professional growth, offering comprehensive health coverage, a robust 401(k) plan, and generous paid time off. With a dynamic work culture that fosters collaboration and innovation, especially in the rapidly evolving field of AI healthcare, employees are empowered to lead impactful projects while enjoying the flexibility of remote work or hybrid options for those in the Birmingham, AL area.
