Director of Customer Success (78457)
About The Position
Centurion is proud to be a leading provider of comprehensive healthcare services to correctional facilities, state hospitals, and community mental health centers nationwide. We are currently seeking a Director of Customer Success join our team. The Director of Customer Success will lead the strategy, execution, and continuous improvement of customer engagement across the lifecycle for healthcare and EMR clients. This role serves as a strategic partner to leadership, clinical stakeholders, and customers to ensure successful application deployments, adoption, and optimization of EMR solutions. The Director will drive customer satisfaction, retention, and outcomes by aligning technology solutions with clinical, operational, and regulatory requirements. As a key member of the Implementation and Customer Experience Team, you will serve as the primary liaison between customers, clinical users, support teams, product development, and leadership to ensure successful delivery and ongoing optimization of EMR solutions.
Requirements
- Bachelor’s degree in Healthcare Administration, Information Technology, Business, or related field (or equivalent experience).
- 8+ years of experience in healthcare technology, EMR/EHR systems, or customer success roles.
- 3+ years of leadership experience managing teams in customer success, implementation, or healthcare IT environments.
- Proven experience with EMR implementations and deployments
- Strong knowledge of healthcare regulations, compliance standards, and clinical workflows.
- Experience in SaaS or healthcare technology organizations supporting enterprise clients.
- Demonstrated success in improving customer satisfaction, adoption, and retention.
- Excellent leadership, communication, and stakeholder management skills
Responsibilities
- Lead and execute a comprehensive customer success strategy focused on adoption, satisfaction, retention, and measurable outcomes in healthcare environments.
- Oversee end-to-end application deployments, ensuring alignment with clinical workflows, operational processes, and regulatory requirements.
- Direct new customer implementations, including discovery, workflow analysis, system configuration, testing, go-live planning, and post-go-live stabilization.
- Ensure successful EMR onboarding by establishing standardized implementation methodologies, timelines, and deliverables.
- Partner with technical and clinical teams to support data migration, integrations, and interoperability (e.g., HL7, FHIR, HIE connections).
- Lead training and enablement programs for clinical, administrative, and operational users, ensuring effective system adoption and user proficiency.
- Oversee development and maintenance of customer-facing documentation, including workflows, user guides, policies, and knowledge base content.
- Manage and continuously improve customer support operations, ensuring timely resolution of issues, adherence to SLAs, and minimal disruption to patient care.
- Establish escalation protocols for high-priority issues, including those impacting patient safety or compliance.
- Monitor system performance, customer health, and adoption metrics; implement improvements based on data-driven insights.
- Ensure compliance with healthcare regulations including HIPAA, HITECH, CMS, and other applicable standards.
- Build and maintain strong relationships with healthcare executives, clinical leadership, and IT stakeholders, serving as a trusted advisor.
- Collaborate cross-functionally with product, engineering, and clinical informatics teams to influence product enhancements based on customer feedback.
- Identify opportunities for customer growth, expansion, and retention through proactive engagement and value delivery.
- Lead, mentor, and develop a high-performing team of customer success managers, trainers, and support personnel.
- Provide regular reporting to leadership on customer success metrics, risks, and opportunities.
- Maintain professional and industry knowledge through continuing education, networking, and participation in healthcare technology forums.
- Other duties as assigned.
Benefits
- Health, dental, vision, disability and life insurance
- 401(k) with company match
- Generous paid time off
- Paid holidays
- Flexible Spending Account
- Continuing Education benefits
- Much more...
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What This Job Offers
Job Type
Full-time
Career Level
Director
