Director, Customer Success – Connection Networks

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop a relationship function for provider systems integrated with Redox’s healthcare interoperability network.

• Manage and nurture relationships with an initial group of provider systems, beginning with the top 25 health systems and/or all Epic-based clients.

• Act as the main point of contact for hospital IT and integration teams.

• Keep provider systems updated on new features from Redox and establish referenceability.

• Facilitate quick introductions between Redox customers and designated provider systems.

• Identify potential direct commercial partnerships between Redox and provider systems.

• Establish and refine outreach cadence and relationship management processes.

• Monitor and report on engagement, referenceability status, and lead signals during the initial six-month pilot period.

• Collaborate with Customer Success, Sales, and Product teams to enhance network loyalty and customer outcomes.

• Function as a high-ownership individual contributor in a remote, asynchronous work environment.

⛳️ Requirements

• Demonstrated experience in Customer Success, Account Management, or Provider/Client Relations within health technology, healthcare interoperability, or health data sectors.

• Direct experience engaging IT and integration stakeholders within hospitals or health systems, beyond just commercial or clinical buyers.

• Comfortable navigating high levels of ambiguity without a predefined playbook.

• Familiarity with the health data exchange ecosystem, including HIPAA-related considerations regarding health data sharing and network participation.

• Proven ability to build trust-based relationships with both technical and operational stakeholders at hospitals and health systems.

• Capacity to independently manage and prioritize a large portfolio of relationships (ranging from dozens to hundreds of provider systems) without team support.

• Exceptional written and verbal communication skills, capable of clearly reporting on engagement, referenceability, and pipeline signals.

• Proficient in modern customer success and CRM tools; hands-on experience with Vitally or similar CS platforms, Salesforce, Zendesk, Gong, and workflow automation tools like Zapier is highly preferred.

• Adept at working within a remote, asynchronous organizational culture.

• Strong proficiency with AI tools such as Claude is highly preferred.

• Understanding of health data exchange frameworks and standards such as Carequality, TEFCA, and HL7/FHIR.

• Experience in establishing a new function or team within a growth-stage organization.

• Knowledge of CRM or Customer Success tools for tracking relationships and pipelines.

🏝️ Benefits

• 100% remote-first culture (must be based in the US).

• Unlimited Flexible Time Off.

• 15+ Observed Holidays.

• Rest & R^Charge days (guaranteed a 3-day weekend each month).

• R^Charge (6 weeks paid sabbatical + stipend).

• 401k match of 50% for up to 8% starting on Day 1.

• Medical, Dental, and Vision Benefits from Day 1.

• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program.

• Paid Parental Leave (16 weeks).

• Productivity Stipend & Wellness Fund.

• Redox Issued MacBook.

• Virtual and/or in-person Team & Company Events.

• Stock Options.

• Employee Referral Bonus Program.

• Variable component.