Director of Customer Success

Joyful Health•New York City, NY

5d•Hybrid

About The Position

Joyful Health is building the financial operating system for healthcare, aiming to fix the chaos in healthcare payments. Practices lose significant revenue due to fragmented data and manual processes. Joyful Health's AI-powered system simplifies financial operations, allowing providers to focus on patient care. The company, which has secured $22M in Series A funding, is seeking passionate individuals to help empower medical practices and solve critical healthcare financial challenges.

Requirements

Deep alignment with Joyful Health's mission to fix broken systems in healthcare.
6-8+ years of experience in customer success.
At least 4 years of experience in a leadership role, with a proven track record of creating playbooks, defining metrics, and shaping a customer success function.
Experience in healthcare technology, Revenue Cycle Management (RCM), or a related domain.
Ability to learn quickly and gain credibility in RCM discussions.
Product-minded with the ability to anticipate future customer needs.
Experience owning retention and expansion metrics.
Ability to translate customer needs into actionable business priorities.
Thrive in ambiguous environments and lead with executive presence.
Ability to conduct QBRs with CFOs and coach team members through difficult customer conversations.
Collaborative, ambitious, low-ego, and willing to do what's best for the company and customers.

Nice To Haves

Experience as a fractional CFO for medical practices.
Experience with AI-powered financial operating systems.
Non-traditional experience is welcomed.

Responsibilities

Build and own the RCM Success operating model, including QBR templates, escalation protocols, onboarding playbooks, expansion triggers, and communication standards.
Define success metrics for the Customer Success function and coach the team to achieve them.
Manage a high-performing team of Revenue Cycle Success Managers (RSMs) and plan for future growth.
Set and track key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), expansion rate, and referrals.
Develop mechanisms to capture, translate, and act on customer feedback to improve the RCM engine.
Ensure customer insights flow into product, operations, and strategy.
Lead cross-functional alignment, presenting the CS narrative to leadership regarding retention, account health, churn risk, and expansion pipeline.
Partner with Sales on Ideal Customer Profile (ICP) alignment, handoff quality, and expansion strategies.
Manage the operating relationship between RSMs and the RCM Center of Excellence (CoE) to ensure practices receive dedicated relationship ownership and expert RCM support.