Director, Customer Success (Connection Networks)

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:

Own and maintain relationships with an initial patch of provider systems on the Redox network, starting with the top 25 health systems and/or all Epic-based customers.

Serve as the primary point of contact for assigned provider systems, engaging largely with hospital IT and integration teams who manage the Redox connection day to day.

Build and track referenceability across your patch, keeping provider systems informed of new Redox features and capabilities, and willing to serve as references for Redox customers.

Generate fast-pass introductions: when an existing Redox customer wants to sell into a provider system you manage, use the relationship to accelerate that connection.

Identify and surface signal for direct commercial relationships between Redox and provider systems over time.

Define and refine the initial outreach cadence and relationship-management process for this function, since no established playbook exists today.

Track and report on engagement, referenceability status, and lead signal across your patch to validate ROI during the initial 6-month pilot.

Partner cross-functionally with Customer Success, Sales, and Product to translate provider relationships into stronger network stickiness and customer outcomes.

Required Skills & Experience:

Proven experience in Customer Success, Account Management, or Provider/Client Relations within health tech, healthcare interoperability, or health data companies.

Direct experience engaging hospital or health system IT and integration stakeholders, not solely commercial or clinical buyers.

Comfort operating with high ambiguity and no established playbook, you will be building this function, not executing an existing one.

Working knowledge of the health data exchange ecosystem, including HIPAA-relevant considerations around health data sharing and network participation.

Strong track record of building trust-based relationships with technical and operational stakeholders at hospitals and health systems.

Ability to manage and prioritize a large book of relationships (dozens to hundreds of provider systems) autonomously, without a supporting team.

Excellent written and verbal communication skills, with the ability to report clearly on engagement, referenceability, and pipeline signal.

Proficiency with modern customer success and CRM tooling; hands-on experience with platforms such as Vitally (or comparable CS platforms), Salesforce, Zendesk, Gong, and workflow automation tools (e.g., Zapier) strongly preferred.

Comfortable operating in a remote, asynchronous organizational culture.

Strong AI proficiency strongly preferred; comfortable using AI tools (e.g., Claude) to accelerate account research, call prep, follow-up drafting, and reporting across a large book of relationships.

Who you’ll be engaging with:

Top 25 health systems by connection depth on the Redox network.

Epic-based provider organizations connected to Redox.

Hospital IT, integration, and interoperability teams managing the Redox relationship day to day.

Nice to have in your background:

Familiarity with health data exchange frameworks and standards (e.g., Carequality, TEFCA, HL7/FHIR).

Experience building a net-new function or team within a growth-stage company.

Familiarity with CRM or Customer Success tooling for relationship and pipeline tracking.