Customer Success Director

Job description

*Chronic disease isn't managed in a clinic. It is managed at home, in relationships, in the everyday. What's on the dinner table, what gets said, and who notices when someone's struggling. For the 130 million Americans managing a chronic condition, the healthcare system has offered the same answer for decades: a 15-minute doctor's visit, a pamphlet, and a portal login they'll never use.* *At Nuna, we are building an AI health coach that shows up like a person who actually has time: available at 3am, infinitely patient, and never behind a waiting room. We use motivational interviewing to help patients and their families see themselves clearly, design experiments that fit their real lives, and navigate a system that has not historically been on their side. We are building from the ground up around a simple belief: patients don't want to be healthy; they want their lives back.* *We're not competing with other health apps. We're competing with the moment a person gives up on getting better. If that's a problem you want to work on, we'd like to talk.* *Nuna was recently selected to join the Centers for Medicare & Medicaid Services (CMS) Health Tech Ecosystem, a landmark public-private initiative designed to transform healthcare for Americans.* ## Your team Nuna’s Customer Success team is helping transform how healthcare works for patients by bringing care beyond the clinic and into people’s daily lives. We partner with leading health systems, working together to ensure patients can better manage chronic conditions while staying connected to their care teams. In this model, success isn’t defined by contracts—it’s defined by how many patients we reach and how much we improve outcomes. Our team works directly with providers to embed Nuna into clinical workflows and make patient engagement scalable. ## The role As a Customer Success Executive you will build trusted relationships while driving the execution needed to reach patients at scale, helping deliver a more connected, personalized, and effective healthcare experience. You will own and scale provider partnerships by turning health systems into reliable patient acquisition and engagement channels. You will work cross-functionally with Customer Success, Product, Engineering, and Data teams to continuously improve performance, remove friction, and expand Nuna’s impact across clinics, populations, and care models. ***Candidates must be based in the greater Chicago Area. The job includes up to 30% travel*** ## What you’ll do Own Provider Partnerships - Serve as the primary point of contact for health systems and provider partners - Build trust with executive, clinical, and operational stakeholders - Align on shared goals (e.g., patient growth, outcomes, expansion) Drive Patient Growth - Embed Nuna into clinical workflows (e.g., outreach, care management) - Increase provider adoption - Own patient activation targets and clinic-level performance - Identify gaps and take action at the clinic and provider level Execute on Strategy and Program Delivery - Lead the execution of key initiatives, ensuring timely delivery and measurable outcomes - Partner cross-functionally with Product, Engineering, Clinical Operations, and Data teams to address customer needs and drive solutions - Synthesize provider feedback and translate it into clear, actionable product and process enhancements - Drive continuous improvement through rapid iteration to enhance customer activation and ongoing engagement Expand Systems - Scale Nuna across additional clinics and patient populations - Transition pilots into system-wide deployments - Identify and lead growth opportunities within each partner ## What we’re looking for - Based in the Greater Chicago area - Comfortable with a 30% travel schedule to engage with clients and stakeholders - 7+ years working with healthcare providers, health systems, or payers - Knowledge of healthcare technology, ideally patient-facing applications - Proven ability to drive execution and outcomes, not just manage relationships - Experience with clinical workflows, care teams, or population health programs - Strong analytical skills with a data-driven approach to problem solving - Excellent communication skills across executive and frontline stakeholders ### Bonus Points - Previous start up experience Nuna is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, genetics and/or veteran status. #LI-LM1