Director of Customer Success

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

📋 Description

• Take charge of Net Revenue Retention for enterprise and mid-market clients by facilitating renewals, uncovering strategic expansion opportunities, and promoting additional products.

• Build and sustain long-lasting relationships with executives in revenue cycle management, leaders in health system operations, and key decision-makers.

• Track platform usage, user adoption, and essential performance metrics to guarantee clients achieve financial value and ROI.

• Serve as the main escalation point for client-related challenges.

• Collaborate with product, engineering, and implementation teams to address operational or technical issues.

• Recruit, mentor, and lead a high-performing Customer Success team.

• Create standardized playbooks, scalable best practices, and operational workflows.

• Conduct regular Executive Business Reviews with client leaders.

• Demonstrate ROI, share benchmark data, and align on strategic initiatives.

• Offer actionable feedback from customers to Product and Engineering to guide product roadmaps and feature improvements.

⛳️ Requirements

• A minimum of 10 years of focused customer success, account management, or client management experience within a SaaS setting.

• A solid history of team management, portfolio revenue ownership, and surpassing NRR targets.

• Preferably possess in-depth, hands-on experience in healthcare technology and Revenue Cycle Management (RCM).

• Proven ability to manage complex, high-touch relationships with large enterprise health systems and hospital networks.

• Proficient at utilizing data and product metrics to identify usage trends, detect churn risks early, and propose expansion opportunities based on client ROI.

• Experience in hiring and onboarding a team, defining best practices, creating playbooks, mentoring, and using CRM tools to enhance processes.

• Capable of troubleshooting client workflow bottlenecks or system issues.

• Exceptional skills in executive presentations, written communication, and relationship-building.

• Ability to explain complex financial ROI to C-suite and VP-level stakeholders.

🏝️ Benefits

• Performance bonus

• Medical coverage

• Dental coverage

• Vision coverage

• 401(k) matching

• Unlimited PTO

• Bi-annual in-person offsites

• Remote work flexibility

• Collaborative environment

• Continuous learning opportunities