Sr. Director, Customer Success

XIFIN•Dallas, TX

13h•$165,000 - $217,000•Hybrid

About The Position

XiFin is seeking an accomplished Sr. Director, Customer Success and revenue cycle leader to serve as the senior strategic relationship executive for one of XiFin’s enterprise customers. This highly visible role owns the health, value, and long-term success of the partnership across business, operational, financial, and revenue cycle outcomes. As a trusted advisor to customer and XiFin executives, this leader will shape partnership strategy, establish executive governance, mobilize cross-functional resources, and drive accountability for complex commitments. The role requires sound judgment and executive presence to resolve escalated issues, balance competing priorities, and expand the relationship’s strategic value. This position requires up to 50% domestic travel.

Requirements

Build trust and operate as a credible advisor across customer and internal executive teams.
Anticipate customer and business needs, frame strategic choices, and bring forward timely recommendations.
Communicate complex information clearly and adapt the message for executive, operational, financial, and technical audiences.
Lead through influence, create alignment, and hold senior stakeholders accountable across organizational boundaries.
Demonstrate executive presence and sound judgment amid ambiguity, competing priorities, and high-stakes customer issues.
Connect customer outcomes to business strategy and make balanced decisions that support partnership value and XiFin objectives.
Create momentum and follow-through by clarifying decisions, owners, actions, timelines, and expected outcomes.
Bachelor’s degree in business, healthcare administration, finance, healthcare management, or a related field; advanced degree preferred.
12+ years of progressive experience in healthcare revenue cycle management, customer success, strategic account management, client services, or a related field, including significant leadership responsibility.
Success leading complex strategic relationships in healthcare, diagnostic laboratory, pathology, or similarly regulated environments.
Proven ability to advise, influence, and build credibility with senior executives and C-suite customer stakeholders.
Deep knowledge of healthcare revenue cycle management, including reimbursement, billing, denials, accounts receivable, collections, and financial performance.
Ability to interpret operational and financial data, identify enterprise implications, and convert findings into strategy and action.
Experience leading executive business reviews, strategic planning, governance forums, and high-stakes performance discussions.
Experience mobilizing senior leaders and cross-functional teams to deliver shared customer and business outcomes.
Experience leading complex customer issues, risks, strategic initiatives, and executive communications through resolution.
High proficiency with Excel, PowerPoint, CRM tools, and reporting or analytics platforms.
Ability to travel based on customer and business needs.

Nice To Haves

Advanced degree preferred.

Responsibilities

Own the executive relationship and customer success strategy, building trusted partnerships with senior customer and operational leaders.
Lead a multi-year customer success and value realization plan that aligns priorities, initiatives, risks, outcomes, and measures of success.
Establish executive governance that keeps the customer and XiFin leadership aligned on performance, commitments, priorities, and emerging needs.
Maintain an enterprise view of the revenue cycle and operational performance, including key financial, service, adoption, and customer health indicators.
Use revenue cycle data and business context to identify root causes, enterprise risks, improvement opportunities, and priorities for executive action.
Translate complex operational and financial data into clear executive insights, decisions, and recommendations.
Lead executive business reviews and strategic planning discussions connecting performance, progress, risks, opportunities, and long-term value.
Align XiFin leaders and cross-functional teams around a unified customer strategy, with clear ownership, decisions, timelines, and accountability.
Direct resolution of complex, high-impact issues, engaging executive sponsors when needed to protect customer and business outcomes.
Anticipate relationship, operational, and financial risks and coordinate action before issues escalate.
Advance measurable customer value through process improvement, analytics, automation, technology, and expanded use of XiFin capabilities.
Balance customer priorities, operational realities, and XiFin objectives to strengthen a sustainable, mutually valuable partnership.