Director of Customer Success

Infinx•, (Multiple States)

1d•$150,000 - $165,000•Remote

About The Position

The Director of Customer Success is responsible for the strategic, operational, financial, and relationship management of an assigned portfolio of ambulatory clients. The role serves as the primary strategic partner to client leadership, ensuring exceptional customer experience, operational excellence, financial performance, client retention, and sustainable account growth. This self-directed leader owns their book of business, anticipates client needs, identifies opportunities and challenges, and drives solutions with minimal direction. The Director partners with internal operational, product, technology, and executive leadership to achieve client objectives while maximizing the value and profitability of each relationship. Success requires revenue cycle knowledge, financial acumen, analytical problem-solving, and the ability to connect operational performance to measurable business outcomes.

Requirements

10+ years of experience in customer success, client services, account management, healthcare operations, or revenue cycle management, with progressive leadership responsibility.
Experience independently managing a portfolio of assigned clients; ambulatory or physician practice experience is preferred.
Strong understanding of the healthcare revenue cycle, including patient access, eligibility, prior authorization, coding, billing, accounts receivable, denials management, and collections.
Demonstrated ability to own a book of business and drive accountability for client relationships, operational performance, retention, revenue growth, and profitability.
Self-starter with an entrepreneurial mindset who takes initiative, anticipates needs, establishes priorities, and advances work with minimal direction.
Ability to balance strategic thinking with hands-on execution and manage multiple client priorities in a fast-paced, evolving environment.
Ability to build credibility and influence executive-level relationships through business knowledge, sound judgment, and effective communication.
Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.

Responsibilities

Own and manage an assigned portfolio of ambulatory and physician practice customers.
Serve as the primary strategic relationship owner and develop trusted relationships with customer executives, operational leaders, and key stakeholders.
Understand each customer's business, organizational structure, revenue cycle operations, financial objectives, contractual commitments, and strategic priorities.
Maintain executive-level engagement and communication, ensuring transparency, accountability, and alignment on business priorities.
Independently manage competing portfolio priorities and operate effectively with minimal oversight.
Own and be accountable for the financial performance of the assigned book of business, including revenue, operating costs, margins, and profitability.
Understand client-level P&L performance; identify financial risks, cost-to-serve opportunities, and operational-efficiency improvements.
Monitor financial performance against budgets, forecasts, and actual results; identify variances and develop mitigation plans.
Act as the accountable client advocate and business leader, aligning operational performance with client expectations, contractual obligations, and service levels.
Evaluate complex revenue cycle issues, determine root causes, and drive sustainable solutions.
Manage escalations through proactive communication, decisive action, cross-functional collaboration, and documented resolution plans.
Translate operational data and KPIs and SLAs into insights, recommendations, and measurable improvement initiatives.
Identify and develop organic growth opportunities, including upselling, cross-selling, additional service lines, and expanded partnerships.
Lead client and internal business reviews that are outcome-driven, data-focused, and aligned with strategic objectives.
Influence cross-functional teams through collaboration, accountability, and effective communication.