Director of Customer Success

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Success based in India.

As a Director of Customer Success, you will lead strategic customer relationships and drive revenue growth across enterprise healthcare accounts. You will own the customer journey from onboarding and implementation through launch, adoption, retention, and expansion. The role combines customer success leadership with hands-on project coordination, healthcare technology expertise, and commercial thinking. You will partner with hospitals, healthcare practices, and technology providers to deliver integrations and measurable business outcomes. By understanding customers' revenue cycle challenges, you will help maximize reimbursement, improve operational performance, and reduce escalations. This is a high-ownership opportunity for an experienced customer leader who can build executive trust, navigate complex environments, and turn customer needs into lasting business value.

Accountabilities:

You will own the success of key strategic and enterprise customers, ensuring strong implementations, long-term relationships, measurable outcomes, and opportunities for account growth.

• Own the customer success relationship throughout the full lifecycle, including onboarding, implementation, launch, post-launch adoption, retention, and expansion.
• Manage relationships with key strategic and enterprise healthcare accounts.
• Develop customer-specific account plans, define goals, and proactively identify upselling and cross-selling opportunities.
• Partner with Product and Engineering teams to communicate customer feedback, influence priorities, and inform product roadmap decisions.
• Collaborate with operational leaders to maximize customer results and proactively reduce client escalations.
• Own onboarding project schedules, including requirements analysis, prioritization, resource coordination, and risk management.
• Lead cross-functional meetings with customers and internal teams, ensuring clear communication, detailed follow-up, and effective execution.
• Work with technology partners to deliver integrations with EMR, EHR, RIS, LIS, and other healthcare platforms.
• Build and maintain trusted relationships with technical and executive stakeholders.
• Clearly communicate the value delivered to customers using measurable financial and business outcomes rather than focusing solely on production metrics or SLA adherence.
• Partner with Marketing to identify and amplify customer success stories and demonstrate measurable client impact.
• Use structured, analytics-driven problem solving to identify opportunities for improving healthcare revenue cycle performance.
• Coordinate internal stakeholders and resources to achieve customer and business objectives.

Requirements:

The ideal candidate brings extensive customer-facing experience, deep healthcare revenue cycle knowledge, strong analytical capabilities, and the ability to influence stakeholders across technical, operational, and executive audiences.

• 10+ years of experience in customer-facing, client services, or similar roles requiring deep product and industry knowledge.
• Proven track record of identifying and developing new opportunities within an existing customer base.
• Strong ability to explain complex technical issues clearly to both technical and non-technical audiences through written and verbal communication.
• Highly organized, action-oriented, and self-directed, with the ability to manage multiple priorities and assess urgency effectively.
• Strong customer empathy and proven ability to build trusted relationships with technical and executive stakeholders.
• Experience with structured, analytics-driven problem solving across the healthcare revenue cycle.
• Experience in at least two of the following areas: patient access, coding, accounts receivable recovery, denials management, charge capture, bad debt, or prior authorization.
• Strong understanding of Revenue Cycle Management within a healthcare environment.
• Ability to coordinate and collaborate effectively with cross-functional internal and external stakeholders.
• Strong executive relationship-building and indirect influence skills.
• Excellent written and verbal communication skills.
• Strong Microsoft Office skills, including Excel, Word, and PowerPoint.
• Growth mindset with the ability to learn quickly, adapt to ambiguity, and contribute positively within a collaborative environment.
• Strong commercial awareness and ability to connect customer solutions with measurable financial and operational outcomes.

Benefits:

• Competitive compensation: Base salary with a competitive commission structure.
• Remote work: Fully remote working environment.
• Retirement benefits: Access to a 401(k) retirement savings plan.
• Healthcare coverage: Comprehensive medical, dental, and vision insurance.
• Paid time off: Paid vacation and other time away from work.
• Paid holidays: Company-provided paid holidays.
• Additional benefits: Pet care coverage, Employee Assistance Program (EAP), and access to discounted services.
• Professional impact: Opportunity to contribute to healthcare technology solutions that improve revenue cycle performance and patient care.
• Collaborative environment: Work with cross-functional teams and healthcare stakeholders in a dynamic, growing organization.