What We Do:
Florence Healthcare, Inc. (florencehc.com) software reduces the time it takes to deliver medical cures to those who need them. Our industry-leading software is used to streamline clinical trials at over 10,000 research sites, sponsors, and CROs across 45 countries. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams.
At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow.
We are happy to share that we have recently earned spots on the following lists:
- Built In Atlanta Best Midsize Remote Companies to Work For 2023
- Atlanta Journal Constitution - 8th Best Small Workplace in Atlanta in 2022 and received the “New Ideas Award”
- Inc Best Places to Work 2022
- Best & Brightest 2022 Atlanta
- Best & Brightest 2022 USA
What You’ll Bring To The Team:
As the Sr. Director of Customer Success, you will bring strategic vision, leadership, and a results-driven approach to our growing team. With a deep understanding of customer success in a SaaS environment, you’ll lead the charge in driving product adoption, improving customer satisfaction, and fostering growth through renewals and increased net retention. Your ability to guide the team through change, mentor emerging leaders, and drive operational excellence will be key to achieving both company-wide and customer-centric goals. Your leadership will inspire a high-performing team and create lasting relationships with customers.
You will:
-
Set Vision & Strategy: Develop and implement a strategic plan to drive product adoption, improve customer experience, and increase growth through renewals and net retention.
-
Drive Customer Outcomes: Lead efforts to boost product adoption, customer satisfaction, and overall health scores, directly impacting customer lifetime value.
-
Reduce Churn & Grow Advocacy: Implement strategies to reduce churn and foster new business growth through increased customer advocacy and referenceability.
-
Operational Excellence: Track and improve team and individual performance to ensure operational efficiency and effectiveness.
-
Collaborate for Growth: Partner with Sales and Regional Directors to align on renewal strategies, forecasts, and account opportunities.
-
Shape Go-To-Market Strategies: Align customer success initiatives with overall go-to-market strategies, working closely with Professional Services, Sales, Marketing, and Product teams.
-
Market-Specific Strategy: Leverage industry best practices to create tailored plans that drive efficiency, growth, and net retention.
-
Executive Relationship Management: Build and manage strong relationships with key customers, addressing high-level escalations and fostering partnerships.
An Ideal Candidate Is:
- 12+ years in Customer Success including 5+ years in a leadership role
- Bachelor's degree or Equivalent work experience
- Proven leadership experience driving new and expansion sales, software adoption, and implementing customer success best practices.
- Demonstrated success in leading teams of Customer Success Managers and account management professionals
- A strong management presence, with exceptional communication and interpersonal skills to inspire, motivate, and lead teams and managers.
- Proven ability to develop and execute strategies, translate them into actionable initiatives, and successfully track delivery.
- Operational excellence in analytical thinking, process development, problem-solving, and planning.
- Flexibility and agility in responding to evolving business priorities and managing ambiguity.
- Strong collaboration skills, able to work across departments and with external stakeholders, including C-level executives.
- Experience handling escalated customer issues with urgency, while maintaining a strong focus on customer satisfaction and retention.
- Clinical Trial Industry experience is a plus
What’s in it for you?
-
Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
-
Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
-
Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.
Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.
