About Tenovi

Tenovi is reimagining remote patient monitoring (RPM) through cellular-connected medical devices and the software and data that make them truly valuable to clinicians, care teams, and patients. We support more than 300,000 patients across 300+ healthcare partners, operating at the intersection of healthcare and technology.

The Role

We are hiring our first Director, Strategic Accounts to serve as the senior partner for our largest and most complex customer relationships while leading and coaching our Customer Success Managers. You will personally own a portfolio of enterprise health systems, payer-aligned organizations, and strategic channel partners, while providing executive support on renewals, escalations, and key customer initiatives across the broader Customer Success team.

This role blends commercial leadership, operational excellence, technical credibility, and people management. You'll help shape how we manage strategic accounts, introduce premium service offerings, and thoughtfully integrate AI into Customer Success.

What You'll Do

Own Strategic Accounts

• Manage Tenovi's largest enterprise relationships with accountability for retention, expansion, and customer outcomes.
• Lead executive business reviews, Joint Operating Committees, and strategic planning sessions.
• Negotiate renewals, expansions, pricing changes, and contract amendments with Sales, Finance, and Operations.
• Communicate Tenovi's value through clinical, operational, and financial outcomes that resonate with executive stakeholders.

Drive Commercial Success

• Own renewal and expansion forecasting across the Customer Success organization.
• Coach CSMs on retention, growth, cross-sell opportunities, and commercial strategy.
• Partner with Supply Chain and Operations on forecasting and major customer initiatives.

Lead the Customer Success Team

• Run weekly forecast and account review meetings.
• Develop playbooks, standards, and operating rhythms that improve consistency and scalability.
• Coach CSMs through escalations, renewals, and executive conversations rather than taking ownership away from them.
• Build a proactive, outcomes-focused Customer Success culture.

Partner Across the Business

• Collaborate closely with Sales, Product, Engineering, Clinical, Operations, Finance, and Marketing.
• Bring structured customer feedback into product and operational planning.
• Help shape premium technical services and strategic integration offerings for enterprise customers.

How You'll Lead

You will be Tenovi's first dedicated Customer Success people manager, leading a team of four to five CSMs within your first year.

You'll hire, coach, develop, and retain high-performing talent while building a culture of accountability, collaboration, and customer obsession. Your team's success will be your primary measure of success.

Who You Are

Executive Presence

• Confident working with senior healthcare executives and enterprise customers.
• Strong communicator who builds trust, navigates difficult conversations, and manages executive relationships with credibility.

Commercially Strong

• Experience managing large enterprise accounts, renewals, expansions, and executive governance.
• Strong forecasting discipline with sound commercial judgment.
• Understanding of healthcare reimbursement, value-based care, and population health is preferred.

Technically Curious

• Comfortable discussing connected devices, integrations, APIs, and healthcare technology.
• Able to translate technical concepts into meaningful business outcomes.
• Interested in leveraging AI to improve Customer Success operations.

People Leader

• Passionate about coaching and developing others.
• Experienced providing direct, thoughtful feedback and helping teams grow.
• Uses challenging situations as coaching opportunities.

Sound Judgment

• Takes ownership, makes thoughtful decisions under pressure, and communicates transparently.
• Comfortable operating in ambiguity while keeping customers and teammates aligned.

Education & Experience

• Bachelor's degree in Healthcare Administration, Business, Engineering, Computer Science, Public Health, or a related field.
• Typically 8-12 years of Customer Success, Strategic Account Management, Technical Account Management, or healthcare consulting experience.
• Experience managing enterprise accounts representing $1M+ ARR.
• Previous people management experience is preferred, though exceptional senior individual contributors ready for their first leadership role are encouraged to apply.

Nice to Have

• Experience with payers, health plans, IDNs, or value-based care organizations.
• Background in remote patient monitoring, connected medical devices, or healthcare IoT.
• Experience scaling Customer Success teams.
• Familiarity with channel partnerships, API-led business models, and Customer Success platforms such as Gainsight, ChurnZero, Salesforce, or HubSpot.
• Spanish language skills.

Location

Remote within the United States, with periodic travel to customer sites, industry events, and our Portsmouth, NH headquarters as needed.