Director of Customer Success
关于 maxRTE 在 maxRTE,我们相信每个患者都应该获得无需经济障碍的医疗保健，并且卫生服务提供商应有能力在不吸收过度财务损失的情况下提供这种护理。四分之一的美国人难以支付医疗费用，医院和卫生系统面临着识别积极保险覆盖的日益挑战。太经常，覆盖被错过或隐藏，导致患有压倒性的账单和供应商失去收入。我们的软件发现了隐藏的覆盖范围含超过1500个直接支付者连接帮助医院和健康系统恢复收入，同时确保病人得到所需的护理。我们正在迅速发展，并寻找一个客户成功总监来领导客户成功战略，推动利用，最大限度地在所有客户中延伸和扩张客户。角色概述作为客户成功主任，你将担任负责客户组合长期健康，满意度和收入增长的战略领先人员。你将管理一支客户成功经理团队，监督持续的客户关系后实施，确保产品采用，提高平台利用率，解决运营/技术摩擦点，发现战略扩展机会。在这个角色中，你将直接负责企业健康系统的净收入保留 (NRR).你将担任营收周期高管的可靠顾问，确保我们的客户获得最大额的财务回报，同时建立我们不断增长的客户成功功能的可扩展基础。你会做什么 · 净收入保留和账户增长：通过推动更新，确定战略拓展机会以及销售额外产品来实现企业和中型市场客户之间的净收入保留。· 关系管理与执行存在：与收入周期管理 (RCM) 高管，卫生系统运营领导者和关键决策者建立和维持强长期关系。· 使用与价值实现：积极监测平台使用，用户采用和关键性能指标以确保客户充分意识到 maxRTE 的财务价值和 ROI. ·战略问题解决和故障排除：作为客户挑战的主要升级点，与产品，工程和实施团队合作迅速解决操作或技术问题的任务。·团队建设与程序。
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About maxRTE
At maxRTE, we believe every patient deserves access to care without financial barriers and that healthcare providers should be equipped to deliver that care without absorbing unnecessary financial loss.
With 1 in 4 Americans struggling to pay medical bills, hospitals and health systems face increasing challenges identifying active insurance coverage. Too often, coverage is missed or hidden, leaving patients with overwhelming bills and providers with lost revenue. Our software uncovers hidden coverage—incorporating over 1,500 direct payer connections—to help hospitals and health systems recover revenue while ensuring patients get the care they need.
We are growing quickly and looking for a Customer Success Director to lead customer success strategies, drive utilization, and maximize customer retention and expansion across all clients.
Role Overview
As the Customer Success Director, you will serve as the strategic lead accountable for the long-term health, satisfaction, and revenue growth of our client portfolio. You will manage a team of Customer Success Managers, overseeing the ongoing customer relationship post-implementation, ensuring product adoption, driving high platform utilization, resolving operational/technical friction points, and uncovering strategic expansion opportunities.
In this role, you will hold direct responsibility for Net Revenue Retention (NRR) across large enterprise health systems. You will act as a trusted advisor to revenue cycle executives, ensuring our clients achieve maximum financial return while building a scalable foundation for our growing Customer Success function.
What You’ll Do
- Net Revenue Retention & Account Growth: Own NRR across enterprise and mid-market clients by driving renewals, identifying strategic expansion opportunities, and upselling additional products.
- Relationship Management & Executive Presence: Establish and maintain strong, long-term relationships with revenue cycle management (RCM) executives, health system operations leaders, and key decision-makers.
- Utilization & Value Realization: Proactively monitor platform usage, user adoption, and key performance metrics to ensure clients are fully realizing the financial value and ROI of maxRTE.
- Strategic Issue Resolution & Troubleshooting: Act as the primary escalation point for client challenges, partnering with product, engineering, and implementation teams to resolve operational or technical issues quickly.
- Team Building & Process Optimization: Hire, coach, and manage a high-performing Customer Success team while developing standardized playbooks, scalable best practices, and operational workflows to optimize the end-to-end customer journey
- Business Reviews & Strategic Planning: Lead recurring Executive Business Reviews (EBRs) with client leaders to showcase ROI, share benchmark data, and align on upcoming strategic initiatives.
- Cross-Functional Collaboration: Serve as the voice of the customer internally, providing actionable feedback to Product and Engineering to inform product roadmaps and feature enhancements.
Requirements
Who You Are
- Experienced CS Leader: 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment, with a proven track record of managing a team, owning portfolio revenue, and exceeding NRR targets.
- Healthcare & RCM Domain Expertise Preferred: Deep, direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM).
- Enterprise Client Savvy: Proven success managing complex, high-touch relationships with large enterprise health systems and hospital networks.
- Data-Driven & Growth-Oriented: Skilled at using data and product metrics to identify utilization trends, spot churn risks early, and pitch expansion opportunities rooted in client ROI.
- Builder: Experience hiring and onboarding a team, defining best practices, creating playbooks, coaching and mentoring, and leveraging CRM tools to drive process improvements.
- Problem Solver: Scrappy and resourceful when troubleshooting client workflow bottlenecks or system issues, ensuring swift resolution without compromising executive trust.
- Exceptional Communicator: Outstanding executive presentation, written communication, and relationship-building skills, with the ability to articulate complex financial ROI to C-suite and VP-level leaders.
Benefits
Why You’ll Love Working Here
- Impact: Your work directly helps patients access care and enables health systems to recover critical revenue.
- Autonomy & Influence: High ownership over client outcomes with the opportunity to shape how maxRTE scales its enterprise Customer Success organization.
- Competitive Compensation & Benefits: Market-competitive salary, performance bonus, medical/dental/vision coverage, 401(k) matching, and unlimited PTO.
- Culture: Bi-annual in-person offsites, remote work flexibility, and a collaborative environment with really awesome smart people that values continuous learning and execution.
Originally posted on Himalayas