Director of Customer Success
New
M
maxRTEHealthcare technology
United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment
- Required Skills
- Customer SuccessSaaSAccount ManagementCRM
Requirements
- Bring 10+ years of customer success, account management, or client management experience in a SaaS environment.
- Demonstrate experience managing a team and owning portfolio revenue, with a track record of exceeding NRR targets.
- Bring direct healthcare technology and healthcare Revenue Cycle Management (RCM) experience; this is preferred.
- Demonstrate success managing complex, high-touch relationships with enterprise health systems and hospital networks.
- Use data and product metrics to identify utilization trends, churn risks, and client-ROI-based expansion opportunities.
- Have experience hiring and onboarding a team, defining best practices, creating playbooks, and coaching and mentoring.
- Use CRM tools to drive process improvements.
- Troubleshoot client workflow bottlenecks and system issues while maintaining executive trust.
- Demonstrate executive presentation, written communication, and relationship-building skills, including the ability to explain financial ROI to C-suite and VP-level leaders.
Responsibilities
- Own net revenue retention across enterprise and mid-market clients by driving renewals, identifying expansion opportunities, and upselling additional products.
- Establish and maintain relationships with RCM executives, health system operations leaders, and key decision-makers.
- Monitor platform usage, user adoption, and performance metrics to support client value realization and ROI.
- Act as the primary escalation point for client challenges and partner with product, engineering, and implementation teams to resolve issues.
- Hire, coach, and manage the Customer Success team.
- Develop standardized playbooks, scalable best practices, and operational workflows for the customer journey.
- Lead recurring Executive Business Reviews with client leaders, sharing ROI and benchmark data and aligning on strategic initiatives.
- Provide actionable customer feedback to Product and Engineering to inform roadmaps and feature enhancements.
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