Client Summary:

Position Responsibilities:

• Recruit, develop, and manage a growing organization of Customer Success Managers, each overseeing a portfolio of health system clients
• Establish performance metrics, set team objectives, and design development plans to ensure regional teams consistently meet and exceed goals
• Partner with the VP of Customer Success and your regional leadership team to develop regional strategies for customer success, including onboarding, adoption, expansion, and renewals
• Identify new opportunities to deepen client relationships, collaborating with Sales and Product teams to drive growth and secure long-term partnerships
• Collaborate with Sales, Implementation, Clinical Experience, and Product/Engineering teams to ensure client needs are met swiftly and effectively, especially for escalations or complex technical requirements
• Advocate for customers internally, ensuring their feedback informs product roadmaps and service enhancements
• Champion the continuous refinement of playbooks, processes, and methodologies that guide the customer journey—from sales handoff to post go-live expansions
• In partnership with Analytics, track account performance and customer health metrics, providing regular executive briefings on portfolio outcomes, risks, and opportunities
• Demonstrate exceptional personal integrity, professional judgement, and industry knowledge to apply our mission and values to complex customer issues
• Communicate appropriately with executive leadership to provide visibility into potential risks and prevent surprises on client or personnel issues

Experience & Skills:
Required Experience and Qualifications:

• 10+ years of experience in customer success, account management, or consulting, at least 5 of which were spent serving large health systems or hospitals
• 5+ years of proven leadership experience managing high-performing teams of client-facing teams in a regional or segmented model
• Deep knowledge of health system ecosystems and their data, with an understanding ability to effectively communicate ROI and strategic value to CFOs and other executives
• Track record of developing leaders, both on your team and at your clients, and of driving impact through others
• Strong trust-based relationship-building skills, with an emphasis on executive-level engagement and influence
• Ability to leverage data and analytics to achieve strategic objectives and mitigate risks
• Radical ownership mindset, thriving in ambiguous, fast-moving contexts that demand agility and creativity
• Proficiency with managing a team’s use of CRM tools (e.g., Salesforce, Churnzero)

Preferred Experience and Qualifications:

• Inpatient RCM subject matter expertise, particularly in the mid revenue cycle
• Advanced degree (e.g., MBA or MPH) or specialized certifications in project management (PMP, Lean Six Sigma)
• Experience working in a high-growth SaaS startup, ideally in rapidly scaling client-facing teams from ~10 to 50+
• Strong data analytics background, with the ability to develop dashboards and guide data-driven decisions

Compensation $215k-$240k

• Medical, Dental & Vision
• Paid Parental Leave
• Remote-First Team
• Unlimited PTO & 10 Holidays
• Learning & Development Budget
• 401(k) with Traditional & Roth Options