Director, Customer Success - Healthcare Insights (RCI)

Huron helps its clients drive growth, enhance performance and sustain leadership in the markets they serve. We help healthcare organizations build innovation capabilities and accelerate key growth initiatives, enabling organizations to own the future, instead of being disrupted by it. Together, we empower clients to create sustainable growth, optimize internal processes and deliver better consumer outcomes.

Health systems, hospitals and medical clinics are under immense pressure to improve clinical outcomes and reduce the cost of providing patient care. Investing in new partnerships, clinical services and technology is not enough to create meaningful and substantive change. To succeed long-term, healthcare organizations must empower leaders, clinicians, employees, affiliates and communities to build cultures that foster innovation to achieve the best outcomes for patients.

Joining the Huron team means you’ll help our clients evolve and adapt to the rapidly changing healthcare environment and optimize existing business operations, improve clinical outcomes, create a more consumer-centric healthcare experience, and drive physician, patient and employee engagement across the enterprise.

Join our team as the expert you are now and create your future.

The Director of Customer Success will be responsible for designing, operationalizing, and scaling the Customer Success (CS) model for Huron’s Healthcare Insights portfolio, initially focused on Revenue Cycle Insights (RCI). This role will establish a cohesive, enterprise-ready CS framework that can be extended across adjacent products, including ED Insights, Market Insights, and Consumer Insights.

Key Responsibilities

1. Customer Success Model

Design and implement a scalable CS model for RCI with clear extension pathways across the broader Insights portfolio

Define and operationalize a coordinated service structure, including:

Base SaaS offerings (self-service model)

Managed services (Full SPI or subset of functional offerings)

Buy-up / enhancement services (e.g., custom reporting, training, advisory)

Establish clear service definitions, pricing alignment considerations, and packaging constructs to:

Clarify what clients can purchase

Prevent revenue cannibalization across service lines

Enable repeatable and scalable offerings

Define:

Roles and career paths within CS

Talent requirements aligned to SaaS, managed services, and hybrid models

Build, lead, and develop a high-performing CS Insights program with a culture of:

Exceptional Client Service

Accountability and Reliability

Excellence in Execution and Delivering Value

2. Engagement Health Program Leadership -

Own and mature the Engagement Health program as the central mechanism for monitoring and improving client outcomes

Define:

Engagement health scoring and measurement framework

Risk identification and escalation protocols

Governance cadence and executive reporting standards

Leverage engagement health insights to drive:

Retention strategies

Expansion opportunities (including buy-up services)

Client feedback loop on product and pipeline

Build on existing engagement health practices while scaling to support a growing Insights client base

3. Account Management Function

Establish and scale a formal account management capability across Insights products.

Establish standardized handoffs, roles, and accountability models across:

SaaS-only clients (e.g., Lurie model)

Managed service clients (SPI)

Hybrid / custom engagements (e.g., Wellstar-type offerings)

Ensure strong client relationships at executive and operational levels, with clear ownership of satisfaction, retention, and expansion.

5. Lifecycle & Client Experience Design

Define the end-to-end customer lifecycle model, including:

Initial onboarding and transition from implementation

Ongoing governance and adoption

Expansion and renewal

Ensure alignment between:

Product capabilities

Delivery models

Customer expectations (especially in SaaS vs managed service contexts)

Drive continuous improvement based on client feedback, engagement health signals, and product limitations (e.g., usability, reporting flexibility)

6. Cross-Portfolio Strategy & Platform Integration

Support the broader vision of a unified Healthcare Insights platform

Ensure the CS model can scale to support:

Cross-product adoption (RCI, ED, Market, Consumer Insights)

Integrated analytics use cases across domains

Act as a key input into how Customer Success supports both product-based and consulting-led offerings over time

Qualifications

10+ years in Customer Success, Account Management, or Client Delivery within SaaS, healthcare analytics, or consulting environments

Proven experience building or transforming Customer Success organizations or programs

Strong understanding of:

SaaS operating models

Managed services (analytics or consulting)

Enterprise healthcare environments

Demonstrated success in:

Defining service offerings and CS Team structures

Implementing engagement health programs that deliver proven results

Leading cross-functional teams across product and delivery

Strong executive presence with ability to influence senior stakeholders

Authorized to work in the US, no sponsorship required

Ability to travel up to 20% as needed

The estimated base salary for this job is $150,000 - $200,000 USD. The range represents a good faith estimate of the range that Huron reasonably expects to pay for this job at the time of the job posting. The actual salary paid to an individual will vary based on multiple factors, including but not limited to specific skills or certifications, years of experience, market changes, and required travel. This job is also eligible to participate in Huron’s annual incentive compensation program, which reflects Huron’s pay for performance philosophy. Inclusive of annual incentive compensation opportunity, the total estimated compensation range for this job is $187,000 - $270,000 USD. The job is also eligible to participate in Huron’s benefit plans which include medical, dental and vision coverage and other wellness programs. The salary range information provided is in accordance with applicable state and local laws regarding salary transparency that are currently in effect and may be implemented in the future.

Position Level

Director

Country

United States of America