Senior Director, Enterprise Customer Success

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Redox is looking for a Sr. Director of Enterprise Customer Success to own the health, growth, and retention of our most strategic accounts. This leader will manage a team of 6 Strategic Client Executives (SCEs) responsible for our highest-ARR, highest-complexity relationships across Redox's five core markets — Payer, Provider, EHR, Enterprise Vendor, and Life Sciences — the accounts where Redox's platform is most deeply embedded in a customer's clinical, operational, or product workflows.

Each of these markets brings distinct stakeholders, use cases, and success criteria (health systems optimizing clinical data exchange, payers managing member data at scale, EHR partners embedding Redox into their own offerings, vendors building on our platform, and life sciences companies powering research and real-world data use cases) so this leader needs to flex account strategy across a genuinely diverse enterprise portfolio rather than a single vertical playbook.

This is a player-coach role for someone who has run enterprise relationships themselves and now wants to build and scale the team and playbook behind them. You'll be accountable for net revenue retention, expansion pipeline, and executive-level relationship health across the Strategic tier, while partnering closely with Sales, Product, and Support to make sure our biggest customers get outsized value from the platform.

We make room for everyone to be heard, regardless of level. We work openly, normalize not knowing things, and treat learning out loud as a feature, not a liability. In this role, you’ll be expected to bring your real perspective on what’s working and what isn’t as you build this function, and to commit fully once a direction is set.

We default to public Slack channels over DMs, document our thinking in writing, and work async whenever possible. There is no existing playbook for this role, you will be building the outreach cadence, prioritization approach, and relationship-tracking process as you go, and bringing recommendations to the table rather than waiting for direction.

We own the relationships we build, not just the introductions on this quarter’s list. You’ll have latitude to define scope, prioritize your own patch, and see the work through from first outreach to a validated, referenceable relationship. We measure ourselves by the value we deliver - engagement, referenceability, and leads - not the process we follow.

• Lead the Strategic CS team. Hire, coach, and manage 6 Strategic Client Executives; set individual account strategies, quotas/targets, and career development plans.

• Own Strategic-tier outcomes. Drive net revenue retention, gross retention, and expansion revenue across the Strategic segment (~top tier of Redox's ARR-based account tiering model).

• Build the enterprise playbook. Develop repeatable frameworks for executive business reviews, account planning, risk escalation, and expansion motions tailored to complex, multi-stakeholder healthcare accounts.

• Manage escalations and risk. Serve as the executive point of contact for at-risk Strategic accounts; partner with Support and Engineering to resolve critical issues and rebuild trust where needed.

• Represent the customer…