Director of Customer Success

Role Overview
The Director of Customer Success serves as the strategic leader accountable for the long-term health, satisfaction, and revenue growth of the organization's client portfolio. Based in the United States, this full-time role oversees ongoing post-implementation client relationships, drives software adoption and high platform utilization, resolves operational and technical friction points, and identifies expansion opportunities across mid-market and large enterprise health systems.
The position holds direct responsibility for Net Revenue Retention (NRR) and acts as a trusted advisor to revenue cycle executives while managing a team of Customer Success Managers and building a scalable foundation for the customer success function.
Key Responsibilities
Own Net Revenue Retention (NRR) across enterprise and mid-market accounts by driving renewals, identifying expansion opportunities, and upselling solutions.
Establish and maintain strategic relationships with revenue cycle management (RCM) executives, health system operations leaders, and key client decision-makers.
Monitor platform usage, user adoption, and key performance metrics to ensure clients realize measurable financial value and return on investment.
Act as the primary escalation point for client challenges, partnering with product, engineering, and implementation teams to resolve operational and technical issues.
Hire, coach, and manage a team of Customer Success Managers while establishing standardized playbooks, scalable best practices, and operational workflows across the customer lifecycle.
Lead recurring Executive Business Reviews (EBRs) with client leadership to present ROI, share benchmark data, and align on strategic priorities.
Represent the voice of the customer internally by delivering actionable feedback to product and engineering teams to inform product roadmaps.
Required Qualifications
10+ years of dedicated customer success, account management, or client management experience in a SaaS environment.
Demonstrated success managing a team, owning portfolio revenue, and exceeding NRR targets.
Proven experience managing complex, high-touch relationships with large enterprise health systems and hospital networks.
Demonstrated ability to use data and product metrics to evaluate utilization trends, identify churn risks early, and present expansion opportunities grounded in client ROI.
Experience hiring, onboarding, coaching, and mentoring team members, establishing operational playbooks, and leveraging CRM tools to drive process improvements.
Strong problem-solving skills to troubleshoot client workflow bottlenecks and system issues while preserving executive trust.
Exceptional executive presentation, written communication, and relationship-building capabilities, with the ability to communicate complex financial ROI to C-suite and VP-level leaders.
Preferred Qualifications
Direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM).
Compensation and Benefits
Competitive salary and performance bonus.
Health coverage, including medical, dental, and vision insurance.
Retirement plan with employer matching.
Paid time off.
Remote work flexibility and periodic company offsites.

Work arrangement
Yes