Director of Customer Success

maxRTE

10h•Remote

About The Position

The Customer Success Director is the strategic lead accountable for the long-term health, satisfaction, and revenue growth of maxRTE’s client portfolio. The role manages a team of Customer Success Managers and oversees customer relationships after implementation, product adoption, platform utilization, issue resolution, and strategic expansion opportunities. The director has direct responsibility for Net Revenue Retention (NRR) across large enterprise health systems and serves as a trusted advisor to revenue cycle executives, helping clients achieve financial returns while building a scalable Customer Success function.

Requirements

10+ years of dedicated customer success, account management, or client management experience in a SaaS environment.
Proven track record of managing a team, owning portfolio revenue, and exceeding NRR targets.
Proven success managing complex, high-touch relationships with large enterprise health systems and hospital networks.
Ability to use data and product metrics to identify utilization trends, churn risks, and ROI-based expansion opportunities.
Experience hiring and onboarding a team, defining best practices, creating playbooks, coaching and mentoring, and using CRM tools to improve processes.
Strong troubleshooting and problem-solving skills for client workflow bottlenecks or system issues.
Outstanding executive presentation, written communication, and relationship-building skills, including the ability to explain complex financial ROI to C-suite and VP-level leaders.

Nice To Haves

Deep, direct experience in healthcare technology and healthcare Revenue Cycle Management (RCM).

Responsibilities

Own Net Revenue Retention across enterprise and mid-market clients by driving renewals, identifying expansion opportunities, and upselling additional products.
Establish and maintain long-term relationships with revenue cycle management executives, health system operations leaders, and key decision-makers.
Monitor platform usage, user adoption, and performance metrics to support client value realization and ROI.
Serve as the primary escalation point for client challenges and partner with product, engineering, and implementation teams to resolve operational or technical issues.
Hire, coach, and manage a high-performing Customer Success team.
Develop standardized playbooks, scalable best practices, and operational workflows to optimize the customer journey.
Lead recurring Executive Business Reviews with client leaders, presenting ROI and benchmark data and aligning on strategic initiatives.
Represent the voice of the customer internally and provide actionable feedback to Product and Engineering to inform roadmaps and feature enhancements.