Lead customer success strategy for enterprise and mid-market healthcare clients, owning net revenue retention, renewals, expansion, platform adoption, and value realization. Manage and grow a Customer Success team, build scalable playbooks and workflows, resolve escalated operational and technical issues, conduct executive business reviews, and collaborate with Product, Engineering, and Implementation teams. Maintain executive relationships with health systems and revenue cycle leaders while using customer and product data to reduce churn and identify growth opportunities.
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.
Similar Jobs
.png)
Healthtech • Software
Leads the modernization of post-sales operations across implementation, support, and customer success for 9,000+ B2B SaaS customers. Owns retention, renewals, expansion alignment, forecasting, KPIs, and scalable operating models. Oversees customer-facing teams, drives AI-enabled efficiency initiatives, partners cross-functionally to relay customer feedback, and fosters continuous improvement and professional growth.
Top Skills:
AIClaudeHipaaHubspot
Healthtech
Owns strategy, retention, growth, relationship health, and delivery for a complex enterprise healthcare account. Leads executive client engagement, governance, outcomes tracking, escalations, renewals, upsell and cross-sell opportunities, and coordination with Product, Engineering, IT, Clinical, and Operations teams. Manages one Customer Success Manager and ensures client commitments remain on track. Requires deep knowledge of healthcare risk adjustment and quality programs, SaaS delivery, executive communication, and consultative stakeholder management.
Top Skills:
Cms-HccHealthcare SaasHedisHhs-AcaMicrosoft PowerpointMssp/AcoStars
Healthtech
Owns retention, expansion, and cross-sell for pharmaceutical manufacturer accounts. The Director builds executive relationships, leads business reviews, grows prescription script share, identifies new brand opportunities, and coordinates Strategy, Analytics, Product, and Operations teams. The role translates program data into commercial insights, advocates for client priorities internally, resolves risks proactively, and maintains account plans. Success is measured through renewals, account growth, cross-sell opportunities, executive engagement, and client advocacy.
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
