Director of Customer Success
New
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The Brydon GroupHealthcare software
Orlando preferred or remote (US, ET/CT), ET/CTFull-TimeDirector
Salary$120K -$180K OTE commensurate with experience
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Job Details
- Experience
- 5+ years in customer success, account management, or implementation in B2B SaaS or tech-enabled services, including 3+ years leading teams.
- Required Skills
- Customer SuccessHIPAAAccount ManagementCRM
Requirements
- Have 5+ years of experience in customer success, account management, or implementation in B2B SaaS or tech-enabled services.
- Have 3+ years of experience leading teams.
- Bring deep revenue cycle management expertise, including eligibility and authorizations, charge capture, claims submission, denials, payer rules, and A/R follow-up.
- Demonstrate a track record of improving retention and growing expansion revenue.
- Have experience building customer health scores, playbooks, and scalable processes.
- Be comfortable analyzing messy data, making decisions, and reporting on metrics.
- Bring technical aptitude, including learning software quickly and troubleshooting EHR workflows.
- Have hands-on experience with CRM, customer success platforms, and ticketing tools, including selecting and rolling out tools.
- Be able to manage customer accounts and escalations while building the function.
- Have working knowledge of HIPAA and a strong commitment to confidentiality.
Responsibilities
- Own the post-sale customer lifecycle across onboarding, support, retention, and expansion for EHR and RCM customers.
- Build a repeatable expansion motion, own renewals and pricing conversations, and grow accounts through upsell and cross-sell.
- Design customer health scoring, early-warning triggers, and intervention playbooks using product, support, billing, and sentiment data.
- Own onboarding from signed contract through go-live, including migration, configuration, training, and implementation standards.
- Lead customer migrations from acquired businesses in partnership with Engineering and RCM leadership.
- Set support service standards, build tiered support and self-service resources, and establish escalation paths.
- Partner with Finance on invoicing and collections processes and resolve customer billing disputes.
- Hire, coach, and develop customer success, onboarding, and support teams; establish goals, capacity models, and career paths.
- Evaluate and implement CRM, customer success, ticketing, and analytics tools, and report customer success metrics to the CEO and executive team.
- Bring customer feedback into product and go-to-market decisions and develop customer references and advocates with Marketing.
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