Senior Director, Client Success

At Abba Dox, we look for passionate and innovative talent to help us optimize practice operations. Named one of South Florida Sun Sentinel's Top Workplaces for 2026, our fourth year running, Abba Dox is growing rapidly, and we are seeking motivated professionals to help us shape the future of healthcare IT.

Position Overview

Abba Dox is seeking a Senior Director of Client Success to lead the CS department and own the strategy, people, processes, and results that drive customer retention, adoption, satisfaction, and growth. This leader is accountable for the overall health of the customer portfolio, including GRR, NRR, renewals, expansion, and customer advocacy, and serves as executive sponsor for strategic accounts and the senior escalation point for critical customer matters.

The role partners closely with Technical Account Management, Support, Implementation, Product, Sales, Marketing, and Finance to deliver a consistent, proactive customer experience throughout the lifecycle.

Key Responsibilities

• Lead the CS department; set vision, strategy, and annual objectives aligned to company goals.
• Define and refine the operating model: segmentation, coverage, account assignments, and engagement standards.
• Establish a customer lifecycle framework spanning implementation handoff, adoption, business reviews, renewal, and expansion.
• Build scalable playbooks and CS platforms (Hub Spot); establish department dashboards and report on retention, health, and team performance to leadership.
• Recruit, develop, and retain a high-performing team; set KPIs, coach on relationship management and commercial conversations, and build career paths.

Customer Health & Retention

• Own GRR and NRR for the Abba Dox customer base.
• Maintain health scoring incorporating adoption, support, satisfaction, and organizational change signals; monitor portfolio-wide trends.
• Ensure at-risk accounts have documented action plans and executive attention; lead recovery efforts for strategic accounts.

Business Reviews & Executive Sponsorship

• Serve as executive sponsor for strategic accounts and participate in executive business reviews.
• Set standards and cadence for team business reviews covering platform adoption, operational metrics, support trends, risks, and expansion opportunities.
• Build and maintain relationships with customer executives to strengthen long-term partnerships and advocacy.

Growth, Expansion & Renewals

• Own the renewal process; maintain accurate forecasts, lead high-risk renewal mitigation, and partner with Sales, Finance, and leadership on commercial negotiations.
• Drive a pipeline of expansion opportunities (modules, services, locations); equip the team to build compelling customer-facing business cases.
• Partner with Sales and Marketing on expansion strategy, customer references, testimonials, and advocacy programs.

Voice of the Customer & Cross-Functional Leadership

• Build a formal VoC program (NPS/CSAT, feedback collection, advisory forums); synthesize insights for Product and executive leadership.
• Serve as the primary CS leadership partner to Technical Account Management, Support, Implementation, Product, Sales, Marketing, Finance, and Executive Leadership.

Qualifications

• 10+ years in Customer Success, Account Management, or related customer-facing roles in SaaS or healthcare technology.
• 5+ years of people leadership experience, including managing managers or multi-level CS teams.
• Healthcare SaaS or healthcare IT experience strongly preferred.
• Proven track record of improving GRR, NRR, renewal rates, and expansion revenue.
• Experience building or scaling a CS function: operating models, playbooks, health scoring, and metrics.
• Demonstrated success managing enterprise customer relationships and engaging with C-level executives.
• Strong business and financial acumen, including renewal forecasting and commercial negotiations.
• Exceptional executive presence, presentation, and written communication skills.
• Data-driven approach; experience with Hub Spot or similar CS platforms preferred.
• Bachelor's degree in business or a related field preferred.

Success Measures

Performance may be evaluated using department-level measures including:

• Gross and net revenue retention (GRR/NRR).
• Customer renewal rate and renewal forecast accuracy.
• Expansion revenue and ARR growth.
• Portfolio customer health trends and reduction in at-risk accounts.
• Customer satisfaction (NPS/CSAT) and product adoption.
• Team performance, engagement, and retention.
• Consistency and quality of business reviews and customer success…