Director of Customer Success

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

📋 Description

• Take ownership of the complete post-sale customer journey, focusing on onboarding, support, retention, and growth.

• Manage net revenue retention related to software subscriptions and billing services.

• Develop a scalable, metrics-oriented customer success department.

• Drive expansion revenue through upselling and cross-selling billing/RCM services and additional modules.

• Handle renewals and pricing discussions with current customers in collaboration with the Finance team.

• Create and implement customer health scoring, early-warning alerts, and intervention strategies.

• Classify customers and define suitable engagement frameworks.

• Conduct business reviews and act as the executive point of escalation for complex or high-risk relationships.

• Examine churn and downgrade reasons and suggest cross-functional solutions.

• Oversee the onboarding process from contract signing to live clinic operations, including data migration, configuration, training, and go-live.

• Standardize implementation plans and facilitate migrations from acquired firms.

• Lead customer support initiatives and set service standards.

• Develop tiered support structures, help center content, self-service tools, and escalation channels.

• Collaborate with Finance on invoicing and collections procedures.

• Address billing disputes and overdue balances.

• Recruit, mentor, and develop customer success, onboarding, and support teams.

• Create scalable playbooks, best practices, and repeatable processes.

• Assess and implement customer success technology solutions.

• Present customer success metrics and trends to the CEO and executive leadership.

• Manage the customer success budget effectively.

• Incorporate customer feedback into product development and go-to-market strategies.

• Work with Marketing to develop references, case studies, and customer advocates.

• Ensure HIPAA-compliant practices in all customer-facing activities.

⛳️ Requirements

• Minimum of 5 years in customer success, account management, or implementation within B2B SaaS or technology-enabled services.

• At least 3 years of experience in a leadership role.

• Extensive knowledge of revenue cycle management, including eligibility and authorizations, charge capture, claims submission, denials, payer regulations, and accounts receivable follow-up.

• Proven track record of enhancing retention and increasing expansion revenue.

• Experience in developing health scores, playbooks, and scalable processes.

• Ability to derive clear insights from complex data and report on performance metrics.

• Strong technical skills, particularly in troubleshooting EHR workflows.

• Practical experience with CRM systems, customer success platforms, and ticketing tools.

• Experience in selecting and deploying tools.

• Excellent communication skills for interacting with clinic owners and internal colleagues.

• Comfortable overseeing accounts and escalations while building the function.

• Familiarity with HIPAA regulations and a strong commitment to confidentiality.

• Experience in outpatient rehabilitation or physical therapy is preferred.

• Direct experience with EHR/EMR or practice management software is preferred.

• Experience in customer integration following an acquisition is preferred.

• Background in private equity-backed or similarly high-accountability settings is preferred.

• Experience in revenue operations or sales enablement is preferred.

🏝️ Benefits

• Option for remote work within the United States, with a preference for candidates in Orlando.

• 20% travel to Orlando required for remote employees.

• Competitive compensation range of $120K–$180K OTE based on experience (base salary not distinctly separated from OTE).