Director of Partner Success

About this role

About Us

Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS) that enables the rapid development of mobile, desktop, text messaging and interactive voice applications. Chorus’ platform currently powers transformative healthcare, biomedical research and community health projects across institutions and public health agencies nationwide. We believe every community should have world-class health technology so they can thrive.

Our mission is to improve the lives of people and communities by democratizing technology development in health and research.

About The Role

The Director of Partner Success leads Chorus’s account management and customer success functions, bridging two distinct customer management tiers: high-touch, complex public sector partnerships and traditional SaaS account operations. This role combines high-level departmental leadership, overseeing Strategic Account Leads, Partner Success Managers, and Technical Support, with direct, strategic stewardship of our most complex county and state-level relationships.. The Director ensures that Chorus proactively manages account health, drives retention and expansion in alignment with Sales & Expansion leadership, and maintains strict scope discipline and delivery standards across all customer partnerships.

What You Will Be Doing

• Serve as the senior executive sponsor for complex, multi-agency county and state accounts. Build trusted relationships with agency heads, county directors, and health system executives

• Serve as the senior executive sponsor for complex, multi-agency county and state accounts. Build trusted relationships with agency heads, county directors, and health system executives.

• Own the net retention rate (NRR) and portfolio health. Establish early-warning systems to identify political shifts, leadership turnover, adoption bottlenecks, or scope creep before they threaten account stability.

• Serve as the primary internal and external escalation leader for critical client issues, pulling in cross-functional resources to protect partnership trust and resolve root causes.

• Direct, mentor, and build a high-performing team spanning Strategic Account Leads, Partner Success, Technical Support, and Training. Set clear accountabilities and drive a culture of execution.

• Standardize and scale playbooks for account onboarding, joint business planning, adoption tracking, customer support, and training across all account tiers

• Define, measure, and report on core CS metrics—including NRR/GRR, account health scores, CSAT/NPS, and support SLA resolution targets—to executive leadership.

• Partner with Sales & Expansion leadership to identify growth opportunities grounded in delivery realities, clinical readiness, and contract scope (without carrying a direct sales quota).

• Align customer organizational priorities with contractual milestones and product capabilities to ensure clients realize tangible ROI.

• Channel operational feedback, client risk signals, and feature requirements directly to Product, Engineering, and Delivery teams to guide platform priorities.

• Guide and mentor staff managing high-complexity, multi-agency county and state systems.

• Coach Partner Success team on setting clear, firm boundaries to manage internal and external expectations around timelines, contracts, and implementation scope

Required Skills

• 7+ years in CS or Account Management leadership, with proven experience navigating multi-stakeholder enterprise or public sector environments (e.g., healthcare, EHR, behavioral health, county/state agency tech).

• Equal comfort leading high-touch, long-cycle strategic relationship management and high-velocity, process-driven SaaS operations (ticketing, onboarding metrics, adoption telemetry).

• Proven ability to coach team members across distinct disciplines (from strategic advisors to technical support leads) while stepping directly into client-facing strategy and critical escalations.

• Demonstrated capability in reading political/organizational dynamics, mitigating risks early, and maintaining strict contract scope discipline.

• Strong track record collaborating with Sales, Delivery, and Product leadership to align client needs with platform capabilities.

Why You’ll Love Working with Us

• Mission-driven teammates dedicated to improving lives by tearing down tech barriers.

• Diverse, inclusive culture where every voice is valued.

• Full medical, dental, vision, and life-insurance benefits.

• 401(k) with company match.

• Stock-option eligibility.

• Unlimited PTO and generous paid parental leave.

• Performance-based bonuses and career-development stipends.

Compensation Disclosure

The anticipated base salary range for this position is $160,000 - $180,000 in the Los Angeles market. Actual offers depend on skills, experience, and location, and may include additional components such as performance bonuses, stock options, and benefits. Chorus Innovations is proud to be an equal-opportunity employer committed to building a diverse team. We welcome applicants of every background and provide reasonable accommodations throughout the hiring process. If you need assistance, email careers@joinchorus.com. Chorus Innovations values diversity as a core principle of the work we do and the communities we serve. We are committed to equal employment opportunity, and we do not discriminate on the basis of race, color, religious creed, citizenship, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, sex, sexual orientation, military and veteran status, gender, gender identity, gender expression, or any other protected characteristic.

Disability Accommodation for Applicants to Chorus Innovations

At Chorus Innovations, we are committed to fostering an inclusive and accessible workplace environment for all individuals, including job applicants with disabilities. We rec

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