企业客户成功总监
Director, Enterprise Customer Success
Redox致力于通过有用的数据加速医疗行业的转型。Redox Engine是一个灵活的互操作性平台，连接并推动实时医疗数据交换。只需一次连接，数据即可在不断扩展的12,000多个系统和组织网络中进行协调，包括100多个电子健康记录系统（EHR）。Redox每月处理超过12亿条消息，覆盖我们的医疗科技供应商、提供商、支付方、EHR和生命科学客户。
对团队的影响：
我们为每个人提供表达意见的空间，无论职位高低。我们公开协作，习惯于不知道某些事情，并将大声学习视为一种优势，而非劣势。在这个职位上，你将需要在构建这个职能的过程中，带来你对哪些方法有效、哪些无效的真实见解，并在方向确定后全力以赴。
我们优先使用公开的Slack频道而不是私聊，用文字记录我们的思考，并尽可能异步工作。这个职位没有现成的指南，你需要在过程中建立接触节奏、优先级方法和关系跟踪流程，并主动提出建议，而不是等待指示。
我们不仅关注本季度名单上的介绍，更重视我们建立的关系。你将有充分的自由定义范围、优先处理自己的任务，并从首次接触到最后可作为参考的关系全程跟进。我们以所交付的价值来衡量自己——参与度、可参考性和潜在客户——而不是所遵循的流程。
职位职责：
领导战略客户支持团队。招聘、指导和管理6名战略客户执行人员；制定个人账户策略、配额/目标和职业发展计划。
负责战略级别的成果。推动战略板块的净收入留存率、毛收入留存率和扩展收入（约占Redox基于ARR的账户分层模型的顶级账户）。
建立企业版作战手册。开发可重复使用的框架，用于高管业务评审、账户规划、风险升级和扩展动作，针对复杂的多利益相关者医疗账户进行定制。
管理升级和风险。作为战略账户的风险账户的执行联系人；与支持和工程团队合作解决关键问题并在必要时重建信任。
在内部代表客户。在产品路线图和优先级讨论中成为战略账户的声音；揭示跨账户的模式，
查看英文原文
Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.
Impact on Team:
We make room for everyone to be heard, regardless of level. We work openly, normalize not knowing things, and treat learning out loud as a feature, not a liability. In this role, you’ll be expected to bring your real perspective on what’s working and what isn’t as you build this function, and to commit fully once a direction is set.
We default to public Slack channels over DMs, document our thinking in writing, and work async whenever possible. There is no existing playbook for this role, you will be building the outreach cadence, prioritization approach, and relationship-tracking process as you go, and bringing recommendations to the table rather than waiting for direction.
We own the relationships we build, not just the introductions on this quarter’s list. You’ll have latitude to define scope, prioritize your own patch, and see the work through from first outreach to a validated, referenceable relationship. We measure ourselves by the value we deliver - engagement, referenceability, and leads - not the process we follow.
Job Responsibilities:
Lead the Strategic CS team. Hire, coach, and manage 6 Strategic Client Executives; set individual account strategies, quotas/targets, and career development plans.
Own Strategic-tier outcomes. Drive net revenue retention, gross retention, and expansion revenue across the Strategic segment (~top tier of Redox's ARR-based account tiering model).
Build the enterprise playbook. Develop repeatable frameworks for executive business reviews, account planning, risk escalation, and expansion motions tailored to complex, multi-stakeholder healthcare accounts.
Manage escalations and risk. Serve as the executive point of contact for at-risk Strategic accounts; partner with Support and Engineering to resolve critical issues and rebuild trust where needed.
Represent the customer internally. Be the voice of Strategic accounts in roadmap and prioritization conversations with Product; surface patterns across accounts that should inform platform investment.
Partner cross-functionally. Work closely with Sales on renewal/expansion strategy and account transitions, and with Marketing on reference-ability, case studies, and advocacy from top accounts.
Required Skills & Experience:
8+ years in Customer Success, Account Management, or a related revenue role, with 3+ years managing a team of enterprise-facing CS or AM professionals.
Experience owning relationships with large, complex, multi-stakeholder accounts — healthcare, health tech, or another regulated/technical B2B environment strongly preferred.
Ability to operate credibly across multiple market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences) and adapt account strategy to each one's distinct buyers and success metrics.
A track record of hitting or exceeding net revenue retention and expansion targets for a strategic/enterprise book of business.
Strong executive presence — comfortable running business reviews and escalation conversations with C-suite and VP-level customer stakeholders.
Experience building or scaling CS processes (segmentation, playbooks, health scoring, escalation frameworks) rather than just operating within an existing one.
Excellent cross-functional collaborator — able to work fluidly with Sales, Product, Support, and executive leadership.
Comfort operating with ambiguity in a fast-moving, scaling organization.
AI proficiency using tools like Claude (or similar) to streamline account planning, business reviews, and cross-functional reporting, with an interest in scaling those practices across the CS team.
Nice to have in your background:
Familiarity with healthcare interoperability, EHR ecosystems, HL7/FHIR, or health data exchange.
Experience in a platform/API business where technical depth matters to the customer relationship.
Metrics for Success:
Strategic-tier net revenue retention and gross retention targets met or exceeded.
Consistent, high-quality executive business review cadence across all Strategic accounts.
A documented, repeatable Strategic CS playbook (account planning, EBRs, escalation, expansion) in active use by the team.
Team fully staffed, ramped, and operating against clear individual account plans.
Reduced at-risk account count / improved health-score trend across the portfolio.
About Redox - Take a look here: https://youtu.be/4OjENXR6UXA
What We Do
Healthcare organizations and technology vendors connect to Redox once, then authorize what data they send to and receive from partners through a centralized hub. Redox's cloud-based platform is vendor and standards-agnostic and enables the secure and efficient exchange of healthcare data.
This approach eradicates the need for point-to-point integrations and accelerates the discovery, adoption, and distribution of patient and provider-facing technology solutions. With hundreds of healthcare organizations and technology vendors exchanging data today, Redox represents the largest interoperable network in healthcare. Learn how you can leverage the Redox platform at www.redoxengine.com.
Other Stuff About Us
Redox is an EEO company. We fully support the diversity of our team. As part of our ongoing work to build more diverse teams at Redox, you will be asked to complete a voluntary EEO survey when applying. This survey is anonymous, we cannot link your application record with your survey responses. We request that you complete this voluntary survey as we run monthly reports for each team which provides data for diversity in terms of gender and ethnic background in our Applicants and our Hired Redoxers. We take this data very seriously and appreciate your willingness and time to complete this step in the process.
Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S.
Thank you for your interest in Redox!
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