Director of Client Success

Director Of Client Success

Lirio is a technology / software company that provides expertise in a variety of behavioral science domains (e.g., behavioral economics, social psychology, public health), data science, and machine learning to drive consumer engagement, close gaps in preventive and chronic care, and promote health and well-being across an individual's lifespan. Lirio's behavior change AI platform unites behavioral science with advanced artificial intelligence (AI) to deliver Precision Nudging health interventions. Precision Nudging is the application of behavioral science to health interventions personalized by AI to each individual that overcome barriers to action at the right time and place for scalable, behavior change.

This is a remote role with the opportunity to be hybrid if located in Tennessee. All applicants must be authorized to work in the US without sponsorship. New colleagues will spend their first week onsite at one of our offices in Tennessee. Travel expenses will be paid. This is a requirement.

Position Summary

The Director Of Client Success plays a pivotal role in Lirio's growth and client engagement strategy. This leader will own enterprise client relationships driving retention, satisfaction, and expansion while ensuring delivery excellence. Partnering closely with Sales, Solutions, Product Marketing, PMO and Analytics. This role ensures clients achieve measurable outcomes aligned with both the customer KPI's and Lirio's OKR's. The Director serves as a strategic advisor and advocate, bringing insight, energy and operational rigor to every interaction.

The Director Of Client Success holds responsibility for the client engagement lifecycle by managing recurring touchpoints to provide detailed MBR / QBR reporting on success rates, identifying product enhancements as well as opportunities for vertical and horizontal client revenue growth. This position will facilitate regular communication and progress reporting along the way. This dynamic role will be at the forefront of Lirio's rapid value creation journey, building critical organizational capabilities that will have a lasting impact in a critical and growing global industry. The ideal candidate will have extensive experience managing clients in the Health Tech space (Life Science and Health Plans) working with multi-faceted, cross-functional enterprise teams with a track record of success. Critical characteristics include strong cross-functional and leadership skills, ability to drive urgency and navigate ambiguity, outstanding organizational skills, and a high degree of business acumen.

Essential Duties & Responsibilities

• Lead client relationships for Lirio across multiple verticals (Health Systems, Payer, Life Science, Digital Health and Retail Health).
• Defining, developing, and optimizing the customer lifecycle by implementing onboarding, retention, and engagement processes for new and existing customers.
• Developing client level strategies to reduce churn rates, increase customer loyalty, and boost renewal rates at assigned accounts.
• Analyzing customer feedback, data, and insights to identify patterns and trends in customer behavior, preferences, and satisfaction. Drawing actionable inferences to support revenue growth and retention.
• Collaborating with key stakeholders to develop and execute strategies that make the company more customer centric.
• Working with the sales teams, product teams, solution teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.
• Leveraging technology, CRM software, and related tools to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs. Comfortable with hands-on technical problem-solving and client facing technology discussions
• Measuring the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn, and developing strategies to optimize KPIs.
• Preparing and presenting reports to executives and stakeholders on customer success initiatives and their impact on the business.
• Identifying and nurturing customer bases and customer segments based on comprehensive data analysis and market insights to ensure exceptional satisfaction, retention, and growth.
• Proactively engage with clients to ensure they understand and clearly see the value from Lirio services.
• Provide guidance on usage, identify opportunities for improvement, and work to prevent issues that could impact the client's success. Help clients achieve their goals throughout the entire customer journey and aim to drive long-term success.
• Ensure client engagements have confirmed success criteria and solution delivery is aligned to meeting and exceeding the outlined criteria
• Maintain a deep knowledge of client industry, product, and role in the market.
• Provide ongoing support for client delivery and operations
• Lead efforts to evolve Lirio's library of documented process playbooks to facilitate, scale and client success.
• Achieve KPIs as determined in collaboration with Lirio's leadership team.

Sales

Active Client Lifecycle

Internal Support

Basic Qualifications

Benefits