Principal, Value Enablement

FinThrive

5d•Remote

About The Position

The FinThrive Value Services group is responsible for delivering exceptional customer onboarding outcomes and supports optimized adoption of our solutions. This role is responsible for leading FinThrive’s Customer Value Enablement strategy—driving measurable improvements in customer performance while enabling Customer Success, Advisory, and Services teams to engage customers more effectively. This role owns the frameworks, diagnostics, and intervention strategies required to improve outcomes, while partnering closely with supporting teams who retain responsibility for ongoing customer engagement and execution. Success in this role directly contributes to reduced customer attrition, stronger executive‑level value conversations, and scalable, repeatable value realization across the customer base. This is a senior, highly visible role charged with reshaping how FinThrive delivers customer value across the enterprise.

Requirements

12–15+ years of consulting, operations, transformation, customer success, and/or customer value roles
Experience with driving improved revenue cycle outcomes across claims and denial workflows, payer contracts and reiumbursement, revenue capture and CDM governance, and patient access
Proven experience leading complex, cross functional initiatives from concept through execution, including accountability for outcomes—not just coordination.
Strong project or program management capability, including the ability to: Break large, ambiguous problems into executable workstreams, Manage dependencies across teams, Drive progress without direct authority.
Deep understanding of healthcare revenue cycle operations, performance measurement, and analytics driven decision making.
Ability to balance hands on execution with strategic planning, especially in environments with evolving tools and imperfect data.
Requires comfort operating in ambiguity, challenging legacy approaches, and influencing senior stakeholders without formal authority.

Nice To Haves

Bachelor’s Degree
Prior experience in customer value realization, healthcare analytics, performance improvement, or management consulting.
Familiarity with customer success platforms (e.g., Gainsight), analytics solutions, or value dashboards.
Ability to create scalable operating models, frameworks, and documentation.
High degree of ownership, bias toward action, and ability to operate independently.

Responsibilities

Own and operationalize FinThrive’s Customer Value Enablement operating model, managing the initiative as a formal, enterprise‑level program, including scoping, milestone planning, sequencing of work, and delivery tracking.
Establish a clear execution roadmap (near‑term, mid‑term, long‑term) with defined objectives, deliverables, owners, and success metrics.
Provide clear, role based guidance for Customer Success, Advisory, and Support teams on: What performance and utilization signals can be trusted, How those signals should be interpreted, What actions and escalations are expected based on defined thresholds.
Define and track Value Enablement success metrics related to: Client‑realized outcome improvement, Earlier identification and mitigation of performance‑based risk, Increased effectiveness of Customer Success value conversations, Reduction in value‑driven escalations and retention risk.
Develop and maintain standardized diagnostic frameworks, playbooks, and escalation pathways for identifying and addressing performance based risk across complex solutions.
Partner cross functionally with: Product and Analytics teams to understand data availability, known gaps, and roadmap alignment, Commercial and Customer Success Operations to align value metrics, KPIs, and health definitions.
Lead internal enablement efforts including: Creation of documentation, training materials, and learning sessions, Ongoing reinforcement of value narratives and performance standards.
Act as a credible internal authority on revenue cycle performance benchmarks, industry standards (e.g., HFMA), and outcome based value measurement.
Provide executive ready insights and summaries that support leadership decision making related to customer value, risk, and retention strategy.