Director of Customer Success

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

📋 Description

• Take charge of the customer success experience, managing relationships with clients at various stages after closing.

• Oversee relationships with key strategic enterprise accounts.

• Collaborate with Product and Engineering teams to gather and prioritize customer feedback effectively.

• Work alongside operational leaders to enhance customer outcomes and minimize client escalations.

• Create account plans that align with specific goals for each customer.

• Partner with marketing to highlight and promote customer success narratives.

• Manage onboarding project timelines, including requirements analysis and prioritization negotiations.

• Conduct cross-functional team meetings with customers and internal stakeholders, demonstrating attention to detail, effective communication, and analytical skills.

⛳️ Requirements

• A minimum of 10 years of experience in a customer-facing and/or client services role requiring extensive product knowledge.

• A proven history of uncovering new opportunities within an existing client base.

• Strong ability to communicate complex technical matters to both technical and non-technical audiences via email or phone.

• A proactive and organized self-starter, adept at multitasking, prioritizing tasks effectively, and assessing situational urgency.

• Demonstrated customer empathy and the ability to foster strong, trustworthy relationships with technical clients.

• Experience in structured, analytics-driven problem solving throughout the revenue cycle.

• Familiarity with at least two of the following areas: patient access, coding, AR recovery, denials management, charge capture, bad debt, or prior authorization.

• Strong interpersonal skills with prior experience in building trust within executive relationships.

• Excellent written and verbal communication abilities, along with proficiency in Microsoft Office applications including Excel, Word, and PowerPoint.

🏝️ Benefits

• Access to a 401(k) Retirement Savings Plan.

• Comprehensive Medical, Dental, and Vision Coverage.

• Paid Time Off.

• Paid Holidays.

• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.