[Remote] Director, Customer Success (Connection Networks)

Note: The job is a remote job and is open to candidates in USA. Redox is a healthcare technology company whose interoperability platform enables secure, real-time exchange of data among healthcare organizations and technology vendors. The Director, Customer Success will build and lead a provider-network relationship function from the ground up, managing relationships with hospitals and health systems to increase engagement, referenceability, customer introductions, and potential direct commercial opportunities.

Responsibilities

• Own and maintain relationships with an initial patch of provider systems on the Redox network, starting with the top 25 health systems and/or all Epic-based customers
• Serve as the primary point of contact for assigned provider systems, engaging largely with hospital IT and integration teams who manage the Redox connection day to day
• Build and track referenceability across your patch, keeping provider systems informed of new Redox features and capabilities, and willing to serve as references for Redox customers
• Generate fast-pass introductions: when an existing Redox customer wants to sell into a provider system you manage, use the relationship to accelerate that connection
• Identify and surface signal for direct commercial relationships between Redox and provider systems over time
• Define and refine the initial outreach cadence and relationship-management process for this function, since no established playbook exists today
• Track and report on engagement, referenceability status, and lead signal across your patch to validate ROI during the initial 6-month pilot
• Partner cross-functionally with Customer Success, Sales, and Product to translate provider relationships into stronger network stickiness and customer outcomes

Skills

• Proven experience in Customer Success, Account Management, or Provider/Client Relations within health tech, healthcare interoperability, or health data companies
• Direct experience engaging hospital or health system IT and integration stakeholders, not solely commercial or clinical buyers
• Comfort operating with high ambiguity and no established playbook, you will be building this function, not executing an existing one
• Working knowledge of the health data exchange ecosystem, including HIPAA-relevant considerations around health data sharing and network participation
• Strong track record of building trust-based relationships with technical and operational stakeholders at hospitals and health systems
• Ability to manage and prioritize a large book of relationships (dozens to hundreds of provider systems) autonomously, without a supporting team
• Excellent written and verbal communication skills, with the ability to report clearly on engagement, referenceability, and pipeline signal
• Proficiency with modern customer success and CRM tooling; hands-on experience with platforms such as Vitally (or comparable CS platforms), Salesforce, Zendesk, Gong, and workflow automation tools (e.g., Zapier) strongly preferred
• Comfortable operating in a remote, asynchronous organizational culture
• Strong AI proficiency strongly preferred; comfortable using AI tools (e.g., Claude) to accelerate account research, call prep, follow-up drafting, and reporting across a large book of relationships
• Familiarity with health data exchange frameworks and standards (e.g., Carequality, TEFCA, HL7/FHIR)
• Experience building a net-new function or team within a growth-stage company
• Familiarity with CRM or Customer Success tooling for relationship and pipeline tracking
• Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S

Benefits

• Fully remote work within the U.S.
• Remote, asynchronous organizational culture

Company Overview