Director of Customer Success

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

📋 Description

• Take ownership of and oversee a designated book of business that includes ambulatory and physician practice clients.

• Act as the primary strategic relationship manager for customer executives, operational leaders, and essential stakeholders.

• Cultivate a thorough understanding of each client's business, including their organizational structure, revenue cycle operations, financial goals, contractual obligations, and strategic priorities.

• Ensure executive-level engagement and maintain transparent communication, accountability, and alignment with business priorities.

• Navigate competing priorities within the portfolio using sound judgment, initiative, and minimal oversight.

• Manage revenue, operational costs, profit margins, and overall profitability for the assigned book of business.

• Analyze client-specific P&L performance, financial risks, cost-to-serve opportunities, and operational efficiency.

• Track performance against budget, forecasts, and actual results; identify variances, and formulate mitigation strategies.

• Advocate for clients to ensure operational performance meets expectations, contractual obligations, and service levels.

• Assess complex revenue cycle challenges, identify root causes, and implement sustainable solutions.

• Handle escalations through proactive communication, decisive action, cross-functional collaboration, and documented resolution plans.

• Transform KPIs, SLAs, operational data, and performance metrics into insights, recommendations, and measurable improvement initiatives.

• Identify and cultivate organic growth opportunities, such as upselling, cross-selling, additional service lines, and expanded partnerships.

• Lead client and internal business reviews centered on outcomes, data, and strategic goals.

• Influence cross-functional teams through collaboration, accountability, and communication without relying solely on direct authority.

⛳️ Requirements

• Over 10 years of experience in customer success, client services, account management, healthcare operations, or revenue cycle management, with progressive leadership responsibilities.

• Experience managing a portfolio of assigned clients independently, ideally within ambulatory or physician practice settings.

• In-depth understanding of the healthcare revenue cycle, including patient access, eligibility, prior authorization, coding, billing, accounts receivable, denials management, and collections.

• Demonstrated ability to manage a book of business and ensure accountability for client relationships, operational performance, retention, revenue growth, and profitability.

• Self-motivated individual with an entrepreneurial mindset, capable of taking initiative, anticipating needs, establishing priorities, and progressing work with minimal direction.

• Ability to balance strategic thinking with hands-on execution while managing multiple client priorities in a fast-paced, dynamic environment.

• Proven capability to build credibility and influence executive-level relationships through business knowledge, sound judgment, and effective communication.

• Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.

• Experience in healthcare revenue cycle management.

• Problem-solving experience across the revenue cycle in at least two areas, including patient access, coding, AR recovery, denials management, charge capture, bad debt, or prior authorization.

• Experience managing enterprise healthcare clients.

• Must be a resident of the United States.

• Must possess or be eligible to obtain authorization to work in the United States.

🏝️ Benefits

• Flexible work hours when possible.

• 401(k) Retirement Savings Plan.

• Comprehensive Medical, Dental, and Vision Coverage.

• Paid Time Off.

• Paid Holidays.

• Pet Care Coverage.

• Employee Assistance Program (EAP).

• Discounted services.

• Commission structure in addition to base salary.