Director of Customer Success
About the Opportunity
The Director of Customer Success is responsible for achieving revenue objectives and driving the planning, implementation, delivery, and deployment of customer integration projects with hospitals and healthcare practices nationwide. This full-time, remote position based in the United States focuses on managing relationships with key strategic enterprise accounts.
Key Responsibilities
Own the customer success relationship across all post-close lifecycle stages, including onboarding, implementation, launch, post-launch, adoption, and expansion.
Manage long-term relationships with key, strategic enterprise accounts.
Engage with product and engineering teams to prioritize and incorporate customer feedback into the product roadmap.
Collaborate with operational leaders to maximize client outcomes and resolve escalations.
Develop account plans tailored to specific customer goals while proactively pursuing upsell and cross-sell opportunities.
Partner with marketing to identify and amplify customer success stories.
Lead onboarding project timelines, including requirements gathering, priority negotiation, resource utilization, performance tracking, and risk mitigation.
Lead cross-functional meetings involving customers and internal teams with structured communication and analytical detail.
Work with technology partners to deliver integrations with EMR, EHR, RIS, LIS, and other healthcare platforms.
Communicate and demonstrate the organization's clear financial value and return on investment to clients beyond standard production metrics and service level agreements (SLAs).
Required Qualifications
10+ years of experience in a customer-facing or client services role requiring deep product knowledge.
Proven track record of identifying expansion and revenue opportunities within an existing client base.
Track record of structured, analytics-driven problem solving across the healthcare revenue cycle, with demonstrated experience in at least two of the following: patient access, coding, accounts receivable (AR) recovery, denials management, charge capture, bad debt, or prior authorization.
Demonstrated ability to communicate complex technical topics clearly to both technical and non-technical audiences.
Proven experience building executive-level trust, establishing customer empathy, and managing technical client relationships.
Experience exercising cross-functional influence to coordinate internal teams and achieve business goals.
Strong organizational, prioritization, and multitasking skills with the ability to manage situational urgency and ambiguity.
Excellent written and verbal communication skills.
Proficiency with Microsoft Office tools, including Excel, Word, and PowerPoint.
Benefits
Comprehensive medical, dental, and vision coverage
401(k) retirement savings plan
Paid time off and paid holidays
Employee assistance program
Flexible work scheduling where applicable