Director of Customer Success

About Joyful Health

Building the financial operating system for healthcare, and bringing the joy back to healthcare by fixing the financial chaos behind it.

The healthcare payment system is a complex and inefficient maze - healthcare practices leave $125 billion in revenue uncollected each year, lost in the chaos of fragmented financial data, manual workflows, and opaque payer systems. This financial uncertainty leaves practices struggling to stay afloat, while valuable revenue slips through the cracks.

Joyful Health is building the AI-powered financial operating system for healthcare practices. Our mission is to bring the joy back to running a private practice by simplifying financial operations so providers can focus on patient care. We spent 10 months working as fractional CFOs for a dozen practices, doing this work side by side with providers as we developed our product.

We just closed a funding round led by world-class investors and angels including the founders of Mongo

DB & KAYAK.

We have an enormous opportunity in front of us. The broken healthcare payment ecosystem impacts practices of all sizes, and the opportunity to make a real difference is massive.

If you're passionate about empowering medical practices and excited to tackle one of the most important (& challenging!) problems in healthcare, we'd love to meet you.

The Role
Why This Role Exists

Customer success at Joyful Health has been carried by a team with deep RCM expertise and real customer relationships. What's been missing is the function around them - the playbook, the metrics, the escalation protocols, the strategic narrative, and the leadership to pull it all together.

That's what this role is.

The Director of Customer Success is the leadership hire that sets the standard for how Joyful Health shows up for its customers. You'll build the function from the inside - leading a team of Revenue Cycle Success Managers who know the product and the customers, and partnering closely with our RCM Center of Excellence to give practices both a dedicated relationship owner and access to the deepest RCM expertise in the company.

This is not a role for someone who wants to manage a mature, steady-state customer success org. This is a builder role. You'll inherit strong raw material and real customer trust - and your job is to turn that into a world-class function that is unique to Joyful health's business model. You'll manage a team of Revenue Cycle Success Managers, each owning 5-6 practice relationships end-to-end, and partner closely with Sales, our RCM Center of Excellence, and Leadership to create a feedback loop between what practices experience and what the rest of the company builds and sells.

This role is full-time. We're looking for someone NYC-based who is open to coming into the office 3 days a week.

The base pay range for this role is $190,000-$220,000 per year.

What Makes This Different

Yes, we call this function Customer Success - but this is not a customer support organization in the traditional sense. Two principles define how we think about this team:

Customer outreach is signal, not noise. Unlike traditional CX models where the goal is to reduce inbound engagement, we treat every customer touchpoint as a source of intelligence. When a practice reaches out, it's not a ticket to be deflected or a question to be closed as fast as possible - it's a signal about what's working, what's broken, and what we should build next.

Beyond net revenue retention, the metrics for this function should measure how well we ingest, interpret, and act on what customers tell us to improve our own RCM engine.

The best people in this function are product-oriented and customer obsessed. RCM Success Managers at Joyful Health need to hear what their customers are really asking for, translate those needs to relevant cross-functional team members, and help prioritize changes where necessary. This requires commercial instinct, analytical rigor, and product-level thinking across the team.

What you'll do...

• Build and own the RCM Success operating model: Create the infrastructure the team has been missing - Q  templates, escalation protocols, onboarding playbooks,…