Executive Director of Customer Success

THE OPPORTUNITY: This is not a traditional account management role. Our client is looking for a senior Customer Success leader to take ownership of major enterprise healthcare accounts, guide complex implementations and turn strong customer outcomes into long-term growth. You will sit at the centre of the customer relationship, connecting healthcare leaders with Product, Engineering and Operations to solve problems, improve performance and uncover new opportunities. WHAT YOU’LL OWN Lead the entire post-sale journey, from onboarding and implementation through adoption, expansion and renewal Build trusted relationships with executive, operational and technical stakeholders across hospitals and healthcare practices Manage strategic enterprise accounts and become the senior point of contact for each customer Create account plans that improve outcomes while identifying upsell and cross-sell opportunities Demonstrate clear value through financial results, production performance and SLA delivery Lead customer integrations with EMR, EHR, RIS, LIS and other healthcare platforms Partner with Product and Engineering to make customer feedback part of the product roadmap Work with operational teams to improve delivery and reduce customer escalations Own implementation schedules, requirements, priorities, performance tracking and risk management Turn successful customer partnerships into compelling case studies and commercial growth stories WHAT THEY’RE LOOKING FOR 10+ years in Customer Success, client services or another senior customer-facing role Experience managing complex enterprise healthcare accounts A track record of growing revenue across an existing customer base Strong knowledge of healthcare revenue cycle operations Expertise across at least two areas such as patient access, coding, AR recovery, denials, charge capture, bad debt or prior authorisation Experience leading complex technology implementations and healthcare integrations Confidence working with executive, operational and technical stakeholders The ability to translate complex issues into clear, practical action Strong commercial judgement, customer empathy and analytical problem-solving skills A proactive, organised approach with the ability to manage competing priorities

WHY JOIN? Own some of the company’s most important enterprise relationships Drive retention, expansion and measurable revenue growth Influence the product roadmap through direct customer insight Help healthcare providers improve revenue performance and operational outcomes Work across Product, Engineering, Operations and Marketing Join a growing healthcare technology business where Customer Success has genuine commercial influence

BENEFITS: 401(k) retirement savings plan Medical, dental and vision coverage Paid time off and company holidays Flexible working hours where possible Pet care coverage Employee assistance programme and discounts

READY TO MAKE AN IMPACT? Take ownership of major healthcare accounts, lead high-profile implementations and turn customer success into meaningful commercial growth. Company details will be shared with qualified candidates during the process