Job Title: Director, Customer Success

Job Location: Bethesda, MD, USA

Job Summary:

The Director, Customer Success will report to a C-level executive at HiLabs, with clear visibility into their contributions and organizational support to drive retention and growth across HiLabs’ existing customer base. This individual will help design, structure, and execute HiLabs’ growth path within current customers, focused on customer retention and on upsell/crosssell of HiLabs products. As a highly externally facing growth role, this person must be self-starting (acting more like a solopreneur), with excellent written and oral communication skills, strong storytelling ability, and an energetic, strong executive presence.

Responsibilities:

Customer Retention, through:

– Thought leadership

– Relationship development across sponsor-level and ground-level stakeholders

– Value tracking and messaging

– Assistance with communications and materials prep to ensure HiLabs is not at risk during the product delivery process

– Removing barriers or resistance to realizing value from HiLabs products among non-sponsor stakeholders during and post delivery

– Additional ad-hoc means depending on the unique customer situation

Upsell and Cross-Sell of Products, through:

– Relationship development and extensive customer knowledge (org chart, politics, as-is process, general happenings, etc.)

– HiLabs product knowledge — explaining product value, conducting demos, and pulling in the right customer and HiLabs stakeholders to build excitement and close sales.

Core Responsibilities:

• Own current partnership expansions at national and regional payers, with accountability to HiLabs leadership for top-line bookings

• Provide leadership, mentorship, and communications guidance to stakeholders across the delivery and product teams, fostering a high-performance culture

• Leverage a sales enablement portfolio — including tools, processes, and development activities — to ensure the pitch is differentiated through product and industry knowledge and proficiency

• Personally initiate and foster executive-level relationships at managed care organizations, health systems, and large provider groups

• Collaborate with internal teams, including marketing, product development, and operations, to support business growth initiatives

• Oversee an end-to-end new opportunity sourcing and closing process, from pitch to opportunity sizing, pricing, diligence, partner development, and contracting

• Ensure tight discipline of sales operations, including reporting/analytics and quarterly KPI targets

• Channel customer feedback from the market to systematically inform marketing, product, and operational counterparts across the company

• Refine product messaging to ensure strong product-market fit alignment.

Desired Profile:

• 7- 10 years of experience in consultative sales or strategic partnerships within healthcare

• Advanced degree (e.g., MBA) or equivalent relevant experience

• Proven track record executing population health, valuebased care, clinical quality, and growth initiatives within a progressive, forward-thinking healthcare organization

• Excellent communication and interpersonal skills, adept at navigating senior-level stakeholder discussions

• Experience and proven success with complex, multi-milliondollar enterprise sales with long cycles requiring diverse stakeholder management

• Knowledge of the managed care and provider markets (both payers and risk-bearing organizations).

Passion for healthcare and alignment with the vision of value-based care

• Strong familiarity with risk-based contracting

• Thrives in an entrepreneurial, fast-paced environment with a collaborative, innovation-driven culture.

• Travel Requirements: Willing to travel twice a month for meetings, site visits, and partnership engagements.