About This Role
Leading customer success strategies, driving utilization, and maximizing customer retention and expansion across all clients is the core of this role. The Customer Success Director will serve as the strategic lead accountable for the long-term health, satisfaction, and revenue growth of the client portfolio, managing a team of Customer Success Managers and overseeing ongoing customer relationships post-implementation.
Responsibilities
- Own Net Revenue Retention (NRR) across enterprise and mid-market clients by driving renewals, identifying strategic expansion opportunities, and upselling additional products
- Establish and maintain strong, long-term relationships with revenue cycle management (RCM) executives, health system operations leaders, and key decision-makers
- Proactively monitor platform usage, user adoption, and key performance metrics to ensure clients are fully realizing the financial value and ROI of maxRTE
- Act as the primary escalation point for client challenges, partnering with product, engineering, and implementation teams to resolve operational or technical issues quickly
- Hire, coach, and manage a high-performing Customer Success team while developing standardized playbooks, scalable best practices, and operational workflows to optimize the end-to-end customer journey
- Lead recurring Executive Business Reviews (EBRs) with client leaders to showcase ROI, share benchmark data, and align on upcoming strategic initiatives
- Serve as the voice of the customer internally, providing actionable feedback to Product and Engineering to inform product roadmaps and feature enhancements
Requirements
- 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment, with a proven track record of managing a team, owning portfolio revenue, and exceeding NRR targets
- Proven success managing complex, high-touch relationships with large enterprise health systems and hospital networks
- Skilled at using data and product metrics to identify utilization trends, spot churn risks early, and pitch expansion opportunities rooted in client ROI
- Experience hiring and onboarding a team, defining best practices, creating playbooks, coaching and mentoring, and leveraging CRM tools to drive process improvements
- Scrappy and resourceful when troubleshooting client workflow bottlenecks or system issues, ensuring swift resolution without compromising executive trust
- Outstanding executive presentation, written communication, and relationship-building skills, with the ability to articulate complex financial ROI to C-suite and VP-level leaders
Nice to have:
- Deep, direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM)
