CHESS Health

www.chess.health

1 Job

55 Employees

About the Company

CHESS Health is the leading provider of evidence-based digital health solutions supporting our partners in addressing the individual and societal crisis of substance use disorder. CHESS Health solutions span the entire lifecycle of SUD management — from prevention and intervention to treatment and recovery.

Listed Jobs

Company Name: CHESS Health
Job Title: Director of Customer Success
Job Description: **Job Title** Director of Customer Success **Role Summary** Senior individual‑contributor responsible for leading large‑scale, complex software implementation projects for healthcare clients. Manages multiple concurrent implementations, delivers project plans, drives adoption, and ensures timely, on‑budget outcomes while championing process improvement and client satisfaction. **Expectations** - Deliver projects on schedule, scope, and budget. - Build trust with senior client stakeholders and internal teams. - Continuously improve methodologies to increase efficiency and quality. - Foster a high‑performing project team and mentor staff. - Support end‑user adoption through training and insightful analytics. **Key Responsibilities** - Own end‑to‑end delivery of customer software implementations across the payer behavioral‑healthcare market. - Create detailed project work plans, define milestones, track progress, and communicate status to stakeholders. - Lead a matrixed team of project and technical resources to achieve project goals. - Engage C‑suite and executive stakeholders to understand business problems and recommend solution designs. - Analyze in‑app usage trends, produce actionable insights, and collaborate with clients to drive higher product adoption. - Identify product enhancement opportunities and provide creative, differentiated recommendations. - Produce and deliver training videos, written guides, and live sessions for new product releases. - Refine and contribute to internal project management methodologies. - Travel up to 15% of the time for on‑site client engagement. **Required Skills** - Proven project management expertise (PMP, Prince2, Scrum, or similar). - 5+ years leading large‑scale implementations in healthcare or related sectors (payer, behavioral health, social services, etc.). - Strong stakeholder management and executive communication. - Process improvement expertise in dynamic, startup‑style environments. - Analytical mindset with experience using enterprise analytics tools. - Excellent written and verbal communication for cross‑functional collaboration. - Ability to train and mentor both internal teams and external customers. - Adaptability to shifting priorities and flexible working hours. **Required Education & Certifications** - Bachelor’s degree in Business, Health Information Systems, or related field. - Minimum 5 years of customer‑facing leadership/project management experience. - Healthcare industry experience (payer health plans, behavioral health, referral management, etc.) required. - Preferred certifications: PMP, Prince2®, ScrumMaster®, or equivalent Agile credential.