Director, Customer Success

ELLKAY, LLC

7d•Hybrid

About The Position

The Director of Customer Success at ELLKAY is responsible for ensuring customers realize measurable value from ELLKAY’s interoperability solutions while driving long-term client retention, expansion, and satisfaction. This role will lead strategic account management initiatives focused on growing Annual Recurring Revenue (ARR), managing renewals, strengthening executive relationships, and ensuring customers successfully adopt and expand ELLKAY’s interoperability platform. The Director of Customer Success will act as the primary advocate for customers internally, working cross-functionally with Sales, Product, Delivery, and Leadership to ensure seamless implementation, proactive engagement, and resolution of client challenges. This role is critical to maintaining ELLKAY’s reputation as a trusted interoperability partner supporting healthcare organizations, digital health vendors, and health systems.

Requirements

7–10+ years of experience in Customer Success, Strategic Account Management, or Client Services
Experience in healthcare technology, interoperability, health IT, or SaaS
Strong understanding of healthcare data exchange (HL7, FHIR, APIs, EMR integrations)
Proven track record of growing accounts and driving ARR expansion
Experience managing enterprise healthcare customers
Strong executive communication and relationship management skills

Nice To Haves

Experience working with digital health vendors, EMR companies, or health systems
Background in interoperability solutions or healthcare data platforms
Experience leading QBRs and executive-level presentations
Experience managing complex integration or implementation projects

Responsibilities

Own and manage strategic relationships with ELLKAY customers, serving as the executive point of contact for key accounts.
Conduct regular client check-ins and strategic business reviews to ensure customers are achieving their interoperability goals.
Lead Quarterly Business Reviews (QBRs) with clients to review performance metrics, adoption, roadmap updates, and expansion opportunities.
Build trusted relationships with executive stakeholders including CIOs, CTOs, Product Leaders, and Integration teams.
Identify opportunities to expand customer accounts and increase ARR through additional integrations, API usage, and new interoperability services.
Partner closely with Sales and Strategic Partnerships teams to identify upsell and cross-sell opportunities within existing accounts.
Develop account growth strategies to drive long-term revenue expansion across the customer portfolio.
Ensure customers understand and adopt additional ELLKAY capabilities that support their scaling needs.
Own the customer renewal process and ensure contracts are renewed successfully.
Develop proactive retention strategies to ensure clients continue their long-term partnership with ELLKAY.
Monitor customer health metrics and identify early indicators of churn risk.
Implement engagement strategies that strengthen long-term customer loyalty.
Develop and execute customer success strategies that align with ELLKAY’s overall business goals.
Create success plans with customers to track progress against integration goals and measurable outcomes.
Ensure clients are maximizing the value of ELLKAY’s interoperability platform.
Act as the primary escalation point for customers, ensuring issues are addressed quickly and effectively.
Work closely with Delivery, Product, and Engineering teams to resolve client challenges and maintain customer satisfaction.
Communicate transparently with clients regarding timelines, solutions, and next steps.
Partner with internal teams including: Sales Solution Engineering Product Implementation & Delivery Support Executive Leadership
Advocate for customer needs internally and help influence product roadmap improvements based on client feedback.
Collaborate with leadership to improve processes that enhance the customer lifecycle.
Capture customer feedback and provide insights to product and leadership teams.
Identify trends in the healthcare interoperability market that impact customer needs.
Help position ELLKAY as a strategic partner by demonstrating measurable value to clients.