Senior Director, Customer Success

Overview

Client

Summary:

Provides technology designed to streamline operational and revenue-related workflows in healthcare. Uses automation and AI to reduce administrative burden and improve efficiency. Focuses on simplifying tasks such as billing, claims processing, and documentation. Offers flexible solutions that fit into existing systems without requiring major replacement. Aims to free up staff time so organizations can focus more on patient care.

• Recruit, develop, and manage a growing organization of Customer Success Managers, each overseeing a portfolio of health system clients
• Establish performance metrics, set team objectives, and design development plans to ensure regional teams consistently meet and exceed goals
• Partner with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals
• Identify new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships
• Collaborate with Sales, Implementation, Clinical Experience, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements
• Advocate for customers internally, ensuring their feedback informs product roadmaps and service enhancements
• Champion the continuous refinement of playbooks, processes, and methodologies that guide the customer journey—from sales handoff to post go-live expansions
• In partnership with Analytics, track account performance and customer health metrics, providing regular executive briefings on portfolio outcomes, risks, and opportunities
• Demonstrate exceptional personal integrity, professional judgement, and industry knowledge to apply our mission and values to complex customer issues
• Communicate appropriately with executive leadership to provide visibility into potential risks and prevent surprises on client or personnel issues

Required Experience and Qualifications:

• 10+ years of experience in customer success, account management, or consulting, at least 5 of which were spent serving large health systems or hospitals
• 5+ years of proven leadership experience managing high-performing teams of client-facing teams in a regional or segmented model
• Deep knowledge of health system ecosystems and their data, with an understanding ability to effectively communicate ROI and strategic value to CFOs and other executives
• Track record of developing leaders, both on your team and at your clients, and of driving impact through others
• Strong trust-based relationship-building skills, with an emphasis on executive-level engagement and influence
• Ability to leverage data and analytics to achieve strategic objectives and mitigate risks
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity
• Proficiency with managing a team’s use of CRM tools (e.g., Salesforce, Churnzero)

Preferred Experience and Qualifications:

• Inpatient RCM subject matter expertise, particularly in the mid revenue cycle
• Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma)
• Experience working in a high-growth SaaS startup, ideally in rapidly scaling client-facing teams from ~10 to 50+
• Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions

Compensation $215k-$240k

• Medical, Dental & Vision
• Paid Parental Leave
• Remote-First Team
• Unlimited PTO & 10 Holidays
• Learning & Development Budget
• 401(k) with Traditional & Roth Options