Director, Customer Success (Connection Networks)

Redox; United States; Remote; USD 185,000 - 205,000; Full time

Benefits offered by this job

100% remote first culture (US)

Unlimited Flexible Time Off

Medical/Dental/Vision Benefits

401k match 50% for up to 8%

Stock Options

MacBook provided

Job summary

Redox is seeking a Customer Success Director for Provider Networks to design and own a relationship function within the U.S. remote team. You will start with top 25 health systems and Epic-based customers, building trust with hospital IT and integration teams while driving referenceability and direct commercial engagement over time.

You will operate with high ownership, shape outreach cadences, and partner with CS, Sales, and Product to increase network stickiness and value for Redox customers.

Qualifications

• Proven experience in Customer Success, Account Management, or Provider/Client Relations within health tech or health data.
• Direct engagement with hospital IT and integration teams is required.
• Ability to operate with high ambiguity and build a function from the ground up.
• Strong knowledge of health data exchange and HIPAA considerations.
• Track record of building trust with technical and operational stakeholders.

Responsibilities

• Own and maintain relationships with initial provider systems patch (top 25 health systems).
• Serve as primary contact for hospital IT and integration teams managing Redox connections.
• Develop referenceability across your patch and accelerate introductions.
• Define outreach cadence and relationship-management processes for this function.
• Report on engagement, referenceability, and pipeline signals during the pilot.
• Collaborate with CS, Sales, and Product to boost network stickiness and outcomes.

Skills

Customer Success

Account Management

Provider Relations

Healthcare Interoperability

HIPAA Knowledge

Remote Collaboration

CRM Tools

Vitally

Salesforce

Zendesk

Gong

Zapier

Tools

Vitally

Salesforce

Zendesk

Gong

Zapier

Job description

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.

Opportunity & Impact

We are seeking a Customer Success Director, Provider Networks to build a relationship function that does not exist at Redox today: dedicated coverage of the provider systems (hospitals and health systems) connected to our network. Redox largely sells to companies that resell our infrastructure to their own customers — we have strong coverage against those direct customers, but none against our customer’s customer, the provider systems actually running on our network.

This is a high-ownership, high-ambiguity IC role. You will define how Redox engages provider systems from the ground up: who to prioritize, how to build trust with hospital IT and integration teams, and how to turn relationships into referenceability, faster customer introductions, and eventually a path to direct commercial relationships with providers themselves.

You will start with a deliberately narrowed patch, our top 25 health systems and/or all Epic-based customers on the network. Success means providers stay engaged, informed of new Redox capabilities, and willing to serve as references or fast-pass introductions for Redox customers selling into them. If the pilot proves out, this role is the foundation for a full team, with a leader hired to scale it.

We’re a fully remote team within the U.S. that operates with radical transparency and a strong bias toward ownership.

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.

Compensation

$185,000 - $205,000 a year

Benefits & Perks

• 100% remote first culture (must be based in the US)
• Unlimited Flexible Time Off
• 15+ Observed Holidays
• Rest & R^Charge days (guaranteed a 3-day weekend each month)
• R^Charge (6 weeks paid sabbatical + stipend)
• 401k match 50% for up to 8% on Day 1
• Medical/Dental/Vision Benefits on Day 1
• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
• Paid Parental Leave (16 weeks)
• Productivity Stipend & Wellness Fund
• Redox Issued MacBook
• Virtual and/or in-person Team & Company Events
• Stock Options
• Employee Referral Bonus Program

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.

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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