Director of Dialysis Operations and Customer Success

AlediumHR•Miami, FL

5d•Hybrid

About The Position

AlediumHR is recruiting a Director of Dialysis Operations and Customer Success for a growing, privately held healthcare software company. Its cloud-based platform helps dialysis organizations manage clinic operations, electronic health records, and billing. The role is hybrid in South Florida and involves travel for clinic visits, customer launches, and team meetings as needed. The position offers potential advancement to VP of Operations, depending on performance, team development, and company needs. The Director will bring direct, multi-clinic dialysis operations experience to customer discovery, demonstrations, implementation, training, and ongoing support. Working directly with the CEO, this person will build the Operations and Customer Success function and own customer commitments and the team responsible for delivering them. Involvement spans discovery and product demonstrations through implementation, launch, and ongoing platform use. This is a hands-on role in a fast-paced, startup-type environment where processes are still being built. The Director will make practical decisions, manage competing priorities, and get involved when a clinic launch or customer relationship needs attention. Business Development owns commercial negotiations and closing; the Director partners with that team on discovery, demonstrations, and delivery commitments. The role may advance to VP of Operations.

Requirements

Direct dialysis industry experience and operations responsibility across multiple clinics.
At least five years of relevant experience.
Full professional fluency in English and Spanish, including leading meetings, training users, writing clearly, and resolving customer issues.
Hands-on experience with software onboarding or healthcare technology implementation through go-live and adoption.
Experience leading or developing an operations, implementation, training, support, or customer-facing team.
Ability to work effectively as priorities change and make decisions while processes are still taking shape.
Understanding of how staffing, patient flow, documentation, compliance, inventory, and billing affect daily clinic performance.

Nice To Haves

Seven or more years of relevant experience.
Regional Operations Director background.
Experience with dialysis software, EHR/EMR, revenue cycle management, or healthcare SaaS.
Experience with an established national dialysis network.
Experience in an early-stage or fast-growing technology company.

Responsibilities

Join Business Development in discovery meetings and tailored product demonstrations.
Understand how each dialysis organization operates and explain how the platform fits its workflows.
Review and approve proposed delivery commitments covering software capabilities, configuration, integrations, training, and timelines; resolve gaps before commitments are made to customers.
Lead implementation from sales handoff through workflow mapping, configuration, staff training, readiness checks, go-live, and stabilization.
Keep responsibilities and milestones clear across customer and internal teams, and identify and resolve implementation delays.
Lead and develop Customer Success and Implementation staff; establish expectations and identify hiring and training needs.
Create practical procedures, customer handoffs, and escalation paths to make delivery consistent across clinics.
Track implementation progress, platform adoption, customer health, unresolved issues, and retention risks, and use results to improve team operations.
Work with Product, Engineering, and billing teams to translate clinic needs into clear requirements and distinguish software issues from workflow or training gaps.
Build relationships across the dialysis community and work with the CEO to strengthen connections with providers, suppliers, equipment manufacturers, and technology partners.