Senior Director, Enterprise Customer Success
New
R
RedoxHealthcare Interoperability
100% remote first culture (must be based in the US)Full-TimeDirector
Salary$170,000 - $195,000 a year
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Job Details
- Experience
- 8+ years in Customer Success, Account Management, or a related revenue role, with 3+ years managing a team of enterprise-facing CS or AM professionals.
- Required Skills
- Customer SuccessEHRAccount Management
Requirements
- 8+ years of experience in Customer Success, Account Management, or a related revenue role.
- 3+ years of experience managing a team of enterprise-facing CS or AM professionals.
- Proven track record of hitting or exceeding net revenue retention and expansion targets.
- Demonstrated experience owning relationships with large, complex, multi-stakeholder accounts.
- Ability to operate credibly across diverse market segments including Payer, Provider, EHR, Vendor, and Life Sciences.
- Strong executive presence with experience managing C-suite and VP-level stakeholders.
- Experience building or scaling CS processes like segmentation, playbooks, and health scoring.
- Demonstrated ability to collaborate cross-functionally with Sales, Product, and Support.
- Comfort operating with ambiguity in a fast-moving, scaling organization.
- AI proficiency using tools like Claude to streamline account planning and reporting.
- Experience in healthcare, health tech, or regulated/technical B2B environments preferred.
- Familiarity with healthcare interoperability, EHR ecosystems, HL7, or FHIR is a plus.
Responsibilities
- Lead, hire, coach, and manage a team of 6 Strategic Client Executives.
- Drive net revenue retention, gross retention, and expansion revenue across the Strategic account segment.
- Develop and implement a repeatable enterprise playbook for account planning, business reviews, and escalation management.
- Serve as the executive point of contact for at-risk accounts, collaborating with Support and Engineering to resolve issues.
- Represent strategic customer needs in internal product roadmap and prioritization discussions.
- Partner with Sales on renewal strategies and with Marketing on customer advocacy and case studies.
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