Senior Director, Client Success - Public Sector

About the role:

Hello Heart is on a mission to improve health outcomes while delivering an exceptional customer experience. We’re seeking a Senior Director, Client Success – Public Sector to lead the public sector client portfolio, which includes some of our largest and most strategic accounts, driving strong relationships, measurable outcomes, and long-term success.

Reporting to the SVP of Client Experience, you’ll own the full client lifecycle—from onboarding and adoption to strategic account planning, retention, expansion, renewals, and advocacy—while building and leading a high-performing Customer Success team. You'll collaborate cross-functionally to enhance client engagement, maximize value delivery, and drive growth and retention.

Responsibilities:

• Lead Hello Heart’s public sector client success team in a player/coach role, owning the full client lifecycle from executive engagement to adoption, retention, and satisfaction.
• Own customer health, revenue growth, and retention across public sector clients.
• Develop strategic account plans and oversee cross-functional and daily CSM operations to drive growth, retention, and client excellence.
• Cultivate VP and C-Suite relationships at client and partners to align on strategic goals and initiatives
• Develop relationships with customers and partners at the VP and C-Suite level that provide insight into their organization’s goals and strategies. 
• Champion the voice of the customer to drive product innovation, influence roadmap priorities, and elevate customer experience.
• Build and lead a high-performing CSM team focused on strategic growth, retention, and customer success excellence
• Anticipate and mitigate risks to client health, identifying key metrics to track client progression and barriers, and deploying strategies to drive growth and manage risk.
• Implement scalable processes and playbooks to optimize account management best practices across public sector clients.

Qualifications:

• 10+ years of experience in Customer Success, Account Management, or related client-facing roles, with at least 5 years in leadership positions managing high-performing teams.
• Proven experience serving public sector clients—preferably state and federal—within digital health or population health, with a strong understanding of procurement cycles, compliance requirements, and complex stakeholder environments
• Demonstrated success in owning customer lifecycle end-to-end, including onboarding, adoption, engagement, retention, and expansion.
• Proven track record exceeding ARR goals and client satisfaction across a book of business
• Strong executive presence and communication skills, with a track record of building trusted relationships with VP and C-level stakeholders.
• Experience in a player/coach capacity, balancing strategic leadership with direct client ownership.
• Skilled in cross-functional collaboration, working effectively with product, sales, marketing, and operations teams to deliver client outcomes and drive growth.
• Data-driven mindset with the ability to translate customer insights into strategic initiatives and measurable business outcomes.
• Stellar written and verbal communication and presentation skills
• Highly organized, able to multitask, and easily adaptable to change
• Entrepreneurial, self-sufficient, and thrives in fast-paced environments; embraces a sense of urgency 
• Willing to travel up to 50%

The US base salary range for this full-time position is $170,000.00 to $210,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits.