Associate Director of Client Success

Overview:    

Qsight, a division of Guidepoint, is looking to hire an Associate Director of Client Success to help us manage a dynamic group of existing clients within our fast-growing data insights business. Our corporate clients in the medical Aesthetics and medical device sectors look to Qsight for highly actionable data-driven insights to inform tactical and strategic business decisions in areas such as: Aesthetic facial injectables and energy-based devices, professional-grade skincare, pain modulation, stroke interventions, and many more. This role will be responsible for growing revenue, minimizing churn, and maintaining high levels of customer satisfaction amongst our existing clients. The role will report to the General Manager of Qsight.  

We are looking for an experienced Client Success leader to help us manage our broad base of existing clients across medical devices and Aesthetics. The Associate Director of Client Success will be personally responsible for owning a critical book of business for Qsight, with an emphasis on growing revenue. Over time, a successful hire will help us build out, and lead, a scalable Client Success organization, including the hiring of additional team members, developing a structured framework for ongoing client communication, and implementing repeatable processes to support a growing client base. Experience in medical devices and/or Aesthetics is not required, but a strong understanding of how to grow and scale a data business and/or software business would be valuable. 

This position can be remote. Ideal candidates MUST be comfortable working EST hours.   

What You’ll Do:  

• Ensure our clients are satisfied with our products and services, while actively seeking out opportunities to grow revenue with them  
• Success will be measured by growing the book of business for your clients by upselling new services and managing to reduce churn 
• Create and implement account plans to grow our book of business within complex organizations  
• Engage clients in ongoing discussions to ensure that they are fully utilizing our products and that they receive a high level of customer satisfaction 
• Client engagement will occur through informal, ongoing check-ins as well as more structured QBR’s, which you will help design and implement 
• Stay current with industry and client trends to ensure that you are serving as an industry expert for our clients 
• Identify risks with current clients and take active steps to maintain client satisfaction, ensure high levels of retention, and reduce churn 
• Serve as the primary point of contact for technical and product issues facing our clients, and liaise with our product organization to prioritize and handle client requests 
• Develop a deep understanding of all current and planned Qsight products so that you can proactively communicate our product roadmap to our client and how these new services will support the success of their business  
• Serve as the primary commercial lead for the onboarding of new clients  

What You Have: 

• 8+ years of client management experience, ideally in SaaS or data businesses  
• Experience hiring and managing a CS team 
• Comfortable and a proven track record of upselling clients 
• An understanding of how to develop and implement a successful QBR process 
• An analytical mind who can dive deep into data, identify patterns, and generate insights for the benefit of our customers; strong facility for using data and numbers 
• Flourishes in a client-facing role and continuously engaging with clients  
• Strong presentation and proactive listening skills 
• The ability to manage and smartly prioritize a wide range of clients and their needs  

What We Offer:    

The annual base salary range for this position is $150,000 - $200,000. Base salary may vary depending on job-related knowledge, skills, and experience, as well as geographic location. Additionally, this position is eligible for performance-based incentives tied to the achievement of revenue objectives.  

You will also be eligible for the following benefits:   

• 15 PTO days, 10 legal holidays, and sick days   
• Comprehensive medical, dental, and vision plans   
• Will match up to 10% of employee contribution for 401(k), life insurance, paid time-off, and parental leave plans   
• Commuter benefits and a corporate gym rate   
• Development opportunities through the LinkedIn Learning platform   
• Free snacks and beverages in the office   
• Friday happy hour and “Summer Fridays”  
• Year-round corporate athletic league  
• Casual work environment, team building, and other social events   

About Guidepoint:   

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.   

Backed by a network of nearly 1.5 million experts and Guidepoint’s 1,300 employees worldwide, we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful.   

At Guidepoint, our success relies on the diversity of our employees, advisors, and client base, which allows us to create connections that offer a wealth of perspectives. We are committed to upholding policies that contribute to an equitable and welcoming environment for our community, regardless of background, identity, or experience.    

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