Director, Client Experience

About the Company

Clearsense is a healthcare IT data and analytics business operating at the forefront of its space. The team is described as energetic, inventive, collaborative, and fast-moving, with a strong emphasis on work-life balance.

Role Summary

The Director of Client Experience will lead the client experience function and guide a team of Principal Client Executives (PCEs) to manage Clearsense’s client portfolio effectively. This position defines the client experience strategy, operating standards, and performance approach that support customer satisfaction, retention, advocacy, and long-term outcomes.

In addition to coaching the PCE team, this leader ensures consistent executive engagement, customer health monitoring, Quarterly Business Reviews (QBRs), Voice of the Customer initiatives, HubSpot CRM oversight, KLAS participation, and customer success practices across the organization. Working closely with the SVP of Client Success, Sales, Product, Delivery, and executive leadership, the role is focused on helping customers realize measurable value while identifying renewal risks, health trends, and expansion potential early. Commercial control of renewals, pricing, and contract terms remains with the SVP of Client Success.

Responsibilities

• Lead, coach, develop, and grow a high-performing client experience team.
• Hire, mentor, and assess Principal Client Executives while building a culture of ownership, customer advocacy, and ongoing improvement.
• Create clear performance goals, development paths, and career progression for the team.
• Design repeatable playbooks, methods, and operating practices for consistent client interactions.
• Shape and continuously refine the client experience operating model.
• Set consistent engagement standards across the full customer lifecycle.
• Support adoption, value realization, and durable client satisfaction.
• Build programs that strengthen executive engagement and customer advocacy.
• Oversee the customer portfolio managed by the Principal Client Executives.
• Review customer health, product adoption, executive involvement, and account-level risk.
• Coach PCEs on strategic planning, executive relationships, and customer success tactics.
• Help identify and reduce customer risk in a timely manner.
• Define expectations for Quarterly Business Reviews and Executive Business Reviews.
• Join executive customer meetings where needed.
• Support strategic conversations and executive escalations.
• Ensure customers receive proactive communication and clear business value from Clearsense.
• Build and maintain customer health scoring models.
• Create customer success KPIs, scorecards, and executive-level dashboards.
• Analyze portfolio patterns and recommend strategic improvements.
• Track adoption, satisfaction, and engagement data.
• Own CRM governance for the client experience function in HubSpot.
• Keep customer account data, activities, health metrics, and opportunity tracking accurate and up to date.
• Develop reporting that improves visibility into customer health, renewal readiness, engagement, and growth potential.
• Promote consistent HubSpot adoption across the team.
• Lead the company’s KLAS participation strategy and customer involvement efforts.
• Create Voice of the Customer programs that capture feedback and highlight improvement opportunities.
• Partner with Product and Delivery leadership to share customer insight and guide enhancements.
• Use customer feedback to improve the overall experience.
• Partner with the SVP of Client Success to support renewal readiness and strategic account planning.
• Work with Sales by providing customer and delivery insight during key opportunities.
• Collaborate with Product Management on customer needs, adoption trends, and enhancement ideas.
• Coordinate with Delivery leadership to ensure a smooth experience from implementation through ongoing partnership.
• Establish escalation governance and best practices for the client experience organization.
• Support PCEs during executive-level customer escalations.
• Ensure issues are handled quickly, transparently, and with accountability.
• Monitor portfolio risk and address concerns before they affect customer satisfaction.

Qualifications

• A bachelor’s degree in Business, Healthcare Administration, Information Technology, or a similar discipline, or equivalent professional experience.
• At least 8 years of progressive leadership experience in Customer Success, Client Experience, Professional Services, Account Management, or Healthcare Technology.
• At least 5 years of experience building, managing, and developing strong customer-facing teams.
• Proven track record of handling enterprise customer portfolios and senior-level client relationships.
• Experience creating customer success approaches, health scoring systems, engagement strategies, and operational models.
• Solid understanding of enterprise SaaS, healthcare technology, managed services, or software implementation settings.
• Hands-on experience with HubSpot CRM, customer analytics, reporting, and executive dashboards.
• Experience working across Sales, Product Management, Delivery, and executive leadership.
• Strong presentation, communication, organization, analysis, and leadership abilities.
• Willingness to travel up to 40%, including overnight domestic trips.

Competencies

The role calls for leadership that builds accountable, collaborative teams with a focus on customer outcomes and operational excellence. It also requires strong client experience thinking, scalable customer success operations, executive relationship management, business judgment, clear communication, strategic planning, and continuous improvement through feedback and performance data.

Compensation and Additional Information

This position offers competitive salary, strong onboarding and ramp-up support, and an opportunity to grow. The work environment is described as fun, creative, collaborative, and fast-paced, with a strong work/life balance.