Director of Customer Success

Joyful Health • New York, NY

14h • $190,000 - $220,000 • Hybrid

About The Position

Customer success at Joyful Health has been carried by a team with deep RCM expertise and real customer relationships. What's been missing is the function around them — the playbook, the metrics, the escalation protocols, the strategic narrative, and the leadership to pull it all together.
That's what this role is.
The Director of Customer Success is the leadership hire that sets the standard for how Joyful Health shows up for its customers. You'll build the function from the inside - leading a team of Revenue Cycle Success Managers who know the product and the customers, and partnering closely with our RCM Center of Excellence to give practices both a dedicated relationship owner and access to the deepest RCM expertise in the company. This is not a role for someone who wants to manage a mature, steady-state customer success org. This is a builder role. You'll inherit strong raw material and real customer trust - and your job is to turn that into a world-class function that is unique to Joyful health’s business model. You'll manage a team of Revenue Cycle Success Managers, each owning 5–6 practice relationships end-to-end, and partner closely with Sales, our RCM Center of Excellence, and Leadership to create a feedback loop between what practices experience and what the rest of the company builds and sells.
This role is full-time. We’re looking for someone NYC-based who is open to coming into the office 3 days a week.
The base pay range for this role is $190,000–$220,000 per year.
Yes, we call this function Customer Success — but this is not a customer support organization in the traditional sense. Two principles define how we think about this team:
Customer outreach is signal, not noise. Unlike traditional CX models where the goal is to reduce inbound engagement, we treat every customer touchpoint as a source of intelligence. When a practice reaches out, it's not a ticket to be deflected or a question to be closed as fast as possible - it's a signal about what's working, what's broken, and what we should build next. Beyond net revenue retention, the metrics for this function should measure how well we ingest, interpret, and act on what customers tell us to improve our own RCM engine.
The best people in this function are product-oriented and customer obsessed. RCM Success Managers at Joyful Health need to hear what their customers are really asking for, translate those needs to relevant cross-functional team members, and help prioritize changes where necessary. This requires commercial instinct, analytical rigor, and product-level thinking across the team.

Requirements

• You're deeply aligned with Joyful Health's mission — You're motivated by fixing broken systems in healthcare and believe that the financial side of care delivery deserves the same innovation as the clinical side.
• You're a builder with real customer success leadership experience — 6-8+ years in customer success, with at least 4 in a leadership role. You've created playbooks, defined metrics, and shaped a function — not just managed one.
• Experience in healthcare technology, RCM, or an adjacent domain — You don't need to be a billing expert, but you need to learn fast and earn credibility in a room full of people who are.
• You’re product-minded and can anticipate what your customers will need not just today, but tomorrow and further in the future — You see customer conversations as product intelligence, own retention and expansion metrics, and know how to translate what customers are asking for into priorities the business can act on.
• You thrive in ambiguity and lead with executive presence — You can run a QBR with a CFO and coach a team member through a difficult customer conversation in the same day. You're collaborative by instinct, ambitious, low-ego, and willing to do whatever helps the company and its customers succeed.

Responsibilities

• Build and own the RCM Success operating model: Create the infrastructure the team has been missing — QBR templates, escalation protocols, onboarding playbooks, expansion triggers, and a communication standard that makes every practice feel like they have a dedicated strategic partner.
• Define what great looks like and develop the team toward it: Coach RSMs on the commercial and strategic conversations that are newer to their profile. Manage a high performing team that and build for growth - thinking ahead and hiring for gaps as the customer base grows.
• Set the metrics that matter — and rethink what "excellent" means: Own retention and expansion outcomes (NRR, GRR, expansion rate, referrals) while building new metrics around how effectively the team captures, translates, and acts on customer signal to improve our RCM engine.
• Turn customer outreach into organizational intelligence: Build the mechanisms to ensure that what RSMs hear from practices flows back into product, operations, and strategy — not just into a ticket queue. Partner with other Operations and Product leaders to prioritize changes based on real customer signal.
• Lead cross-functional alignment: Own the CS narrative at the leadership level — retention metrics, account health, churn risk, and expansion pipeline. Partner with Sales on ICP alignment, handoff quality, and expansion motions.
• Drive the RSM ↔ RCM CoE operating relationship: Own the collaboration model between RCM Success Managers and the Center of Excellence so practices get both a dedicated relationship owner and access to Joyful Health's deepest RCM expertise.

Benefits

• Meaningful Impact You’ll be tackling one of the most complex challenges in healthcare—helping practices thrive in a chaotic financial landscape. Your work will directly contribute to solving one of the most hair on fire problems for providers, ensuring that they can focus on what they do best: caring for patients.
• Autonomy & Ownership As an early team member, you’ll have significant autonomy and the chance to shape our company from the ground up. You’ll have ownership over your work and the freedom to challenge the status quo in an environment that values initiative and creativity.
• Growth & Learning We’re a small, ambitious team with big goals, which means you’ll be constantly learning and growing. You’ll take on new challenges, expand your skill set, and have direct access to experienced founders and advisors who are invested in your development. We also offer stipends for professional development courses & books (that we often will partake in together!) so we can all continuously grow.
• Competitive Compensation & Equity We believe that our team is our most valuable asset. We offer competitive compensation packages, strong equity, and the opportunity to share in the success of Joyful Health. We want you to feel supported, both financially and professionally, as we grow together.
• Be Your Best Self We provide the benefits you need to stay happy and healthy, including comprehensive healthcare benefits, unlimited PTO (with a minimum of 10 days off a year), and flexibility so you can take care of yourself. We also organize regular team off-sites and events to ensure that even as we tackle big problems we enjoy the journey.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed