About the Role

Hello Heart is looking for an Associate Director, Client Success to lead and grow relationships with our public sector health care clients. In this role, you will own strategic accounts end to end, driving retention, revenue growth, adoption, and long-term partnership value.

Reporting into our Vice President Client Success, Public Sector, you will serve as a trusted advisor to executive stakeholders across health systems, payers, and public sector organizations. You will bring together commercial strategy, client relationship management, and measurable client impact to help ensure Hello Heart delivers meaningful outcomes for the organizations and people we serve.

This role is ideal for someone who can navigate complex accounts, influence senior stakeholders, and turn client needs into clear growth strategies.

Responsibilities

• Develop and execute strategic account plans that drive revenue growth, client adoption, retention, and market expansion
• Own renewals, upsell, and expansion opportunities across assigned high-value accounts
• Identify and pursue new use cases, departments, service lines, and expansion opportunities within existing accounts
• Serve as the primary point of contact for executive stakeholders, including C-suite, clinical, procurement, and operational leaders
• Build trusted relationships that position Hello Heart as a critical partner in client success
• Lead business reviews with senior stakeholders to align on performance, outcomes, priorities, and long-term strategy
• Manage complex renewal cycles, multi-stakeholder procurement processes, and public sector decision-making pathways
• Partner cross-functionally with Product, Clinical, Marketing, and Operations to deliver strong client experiences and outcomes
• Share market feedback and customer insights to inform product, client success, and go-to-market strategy
• Track account performance against key metrics and proactively identify retention risks, opportunities, and mitigation plans
• Travel up to 40% to support client engagement, executive relationship building, and strategic account growth

Qualifications

• Demonstrated fluency using AI tools and agents to execute workflows, analyze information, improve productivity, and independently evaluate and refine outputs
• 7+ years of experience in enterprise sales, strategic account management, client success, or management consulting
• Proven experience managing complex, high-value health care accounts, preferably across public sector or other regulated environments
• Strong experience engaging, advising, and influencing C-level health care stakeholders
• Deep understanding of health systems, payers, public sector health care ecosystems, procurement processes, and renewal cycles
• Strong strategic thinking, account planning, revenue ownership, and business review capabilities
• Excellent communication, negotiation, executive presence, and stakeholder management skills
• Experience working cross-functionally in fast-paced, matrixed organizations
• Bachelor’s degree required. Master of Business Administration, Master of Public Health, or equivalent advanced degree preferred

The US base salary range for this full-time position is $160,000-$195,000. 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 salary only, and do not include equity or benefits.