Director of Customer Success
About the Role
The hiring organization is seeking a Director of Customer Success to lead customer success strategies, drive platform utilization, and maximize customer retention and expansion. In this role, the Director serves as the strategic leader accountable for the long-term health, satisfaction, and revenue growth of the client portfolio. Leading a team of Customer Success Managers, this individual will oversee ongoing customer relationships post-implementation, ensure product adoption, drive high utilization, resolve operational and technical challenges, and identify strategic expansion opportunities. This position holds direct responsibility for Net Revenue Retention (NRR) across large enterprise health systems and serves as an advisor to revenue cycle executives. This is a full-time role offering remote work flexibility within the United States.
Key Responsibilities
Own Net Revenue Retention (NRR) across enterprise and mid-market accounts by driving renewals, identifying strategic expansion opportunities, and upselling additional products. Establish and maintain relationships with revenue cycle management (RCM) executives, health system operations leaders, and key organizational decision-makers. Monitor platform usage, user adoption, and key performance metrics to ensure clients realize financial value and return on investment. Serve as the primary escalation point for client challenges, partnering cross-functionally with product, engineering, and implementation teams to resolve operational and technical issues. Hire, coach, and manage a Customer Success team while developing standardized playbooks, scalable best practices, and operational workflows to optimize the customer journey. Lead recurring Executive Business Reviews (EBRs) with client leadership to demonstrate ROI, share benchmark data, and align on strategic initiatives. Serve as the voice of the customer internally, providing actionable feedback to product and engineering teams to help shape feature roadmaps. Required Qualifications 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment. 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. Demonstrated ability to leverage data and product metrics to identify utilization trends, detect churn risks early, and pitch expansion opportunities rooted in client ROI. Experience hiring and onboarding team members, defining best practices, creating playbooks, coaching and mentoring, and using CRM tools to drive process improvements. Strong problem-solving skills to troubleshoot client workflow bottlenecks and system issues quickly while preserving executive trust. Executive presentation, written communication, and relationship-building skills, with the ability to convey complex financial ROI to executive and VP-level leaders.
Preferred Qualifications
Direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM).
Compensation and Benefits
Competitive base salary and performance bonus. Health coverage, including medical, dental, and vision insurance. 401(k) retirement plan with company match. Paid time off.