Director, Customer Success

Job Description

In Some Jobs You Take Orders. In This One, You Write History.

Join the healthcare information technology team that's turning drug and medical device data into knowledge used by thousands of hospitals;

the majority of U.S. health plans, retail pharmacies, and pharmacy benefit managers; and millions of healthcare decision makers throughout the world.

Partnering with our information system developer and healthcare institution customers, you'll help evolve leading-edge thinking into reality and make a measurable difference in improving human health.

We're looking for people who are : Intelligent. Productive. Committed. Willing and able to go above and beyond. Passionate about making a difference.

Innovative. Energized. And want to play an essential role in a successful company's continued growth.

Are you ready for this exciting challenge?

First Databank (FDB) is seeking a dynamic and experienced Director of Customer Success to lead our Customer Success team.

The Director will be responsible for developing and implementing strategies that enhance customer satisfaction, retention, and growth.

This role requires a strategic thinker with a proven track record of leading customer success initiatives in a SaaS or healthcare technology environment.

This will be a hybrid role based in our South San Francisco office.

Key Responsibilities :

• Leadership and Management :
• Lead, mentor, and develop a high-performing Customer Success team.
• Establish clear goals and KPIs for the team, ensuring alignment with company objectives.
• Foster a customer-centric culture within the team and across the organization.
• Customer Success Strategy :
• Develop and implement a comprehensive customer success strategy to improve customer satisfaction and retention.
• Create and execute customer onboarding, training, and support programs.
• Identify opportunities for upselling and cross-selling to maximize customer lifetime value.
• Customer Relationships :
• Build and maintain strong relationships with key customers, acting as a trusted advisor.
• Conduct regular check-ins and business reviews with customers to ensure their goals are being met.
• Address and resolve customer issues and escalations promptly and effectively.
• Collaboration and Communication :
• Collaborate with Sales, Product, and Marketing teams to ensure a seamless customer experience.
• Provide customer feedback to internal teams to influence product development and improvements.
• Develop and deliver regular reports on customer success metrics to senior management.
• Process Improvement :
• Continuously evaluate and improve customer success processes and tools.
• Implement best practices and industry standards to enhance the efficiency and effectiveness of the Customer Success team.
• Utilize data and analytics to drive decision-making and optimize customer success initiatives.

Qualifications :

• Experience :
• Minimum of 7-10 years of experience in customer success, account management, or related roles in the SaaS or healthcare technology industry.
• Proven track record of leading and scaling customer success teams.
• Experience in developing and executing customer success strategies and programs.
• Strong leadership and people management skills.
• Excellent communication and interpersonal skills.
• Ability to build and maintain strong customer relationships.
• Strategic thinker with strong problem-solving abilities.
• Proficient in using customer success software and CRM tools.
• Data-driven with strong analytical skills.

About FDB :

FDB is the leading provider of drug and medical device knowledge that helps healthcare professionals make precise decisions.

With thousands of customers worldwide, FDB enables our information system developer partners to deliver valuable, useful, and differentiated solutions.

We offer more than three decades of experience in transforming medical knowledge into actionable, targeted, and effective solutions that help improve patient safety, operational efficiency, and healthcare outcomes.

For a complete look at our solutions and services, please visit www.fdbhealth.com or follow us on LinkedIn.

We value Integrity, Respect, Responsibility, Teamwork, and Creativity. Our offices in South San Francisco and Indianapolis have been awarded with Top Workplaces honors by The Bay Area News Group and the Indy Star, respectively, including the most recent honor awarded to our Indianapolis and South San Francisco office in 2024 (the Top Workplaces honors are based solely on the results of an employee feedback survey by a leading research firm that specializes in organizational health and workplace improvement).

FDB offers competitive salaries and extensive benefits - including medical, dental, vision, long term disability, life insurance, and matching 401k.

We are an Equal Employment / Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at redacted and let us know the nature of your request and your contact information.

Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please visit EEO is the Law, EEO is the Law Supplement, Pay Transparency, and FDB EEO / AA Statement.

In accordance with applicable law, Hearst is required to include a reasonable estimate of the compensation for this role if hired in San Francisco, CA.

The reasonable estimate, $167,000-$210,000. Please note this information is specific to those hired in location. If this role is open to candidates outside of location, the salary range would be aligned to that specific location.

A final decision on the successful candidate's starting salary will be based on a number of permissible, non-discriminatory factors, including but not limited to skills and experience, training, certifications, and education.

This role is also eligible for a competitive benefits package that includes medical, dental, vision, life, and disability insurance;

401(k) retirement plan; flexible spending savings account; paid holidays; paid time off; employee assistance program; and other company benefits.

Learn more about our benefits here.