Director of Customer Success

Maxrte; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive compensation

Medical/dental/vision coverage

401(k) matching

Unlimited PTO

Bi-annual offsites

Remote work flexibility

Job summary

maxRTE is seeking a Customer Success Director to lead client retention, expansion, and long-term health of our enterprise portfolio. You will manage a team of Customer Success Managers, drive product adoption, and ensure revenue growth across hospital systems.

You will partner with Product, Engineering, and Implementation teams to resolve issues, deliver strategic reviews, and showcase quantifiable ROI to C-suite executives.

Qualifications

• 10+ years in customer success or account management within SaaS.
• Experience leading teams and owning portfolio revenue.
• Healthcare/RCM domain familiarity preferred.

Responsibilities

• Own Net Revenue Retention (NRR) and account growth across enterprise and mid-market clients.
• Build and maintain executive relationships with revenue cycle management executives and hospital leaders.
• Monitor platform usage, adoption, and ROI to ensure clients realize value from maxRTE.
• Serve as primary escalation point, coordinating with product, engineering, and implementation teams.
• Hire, coach, and develop a high-performing CS team with scalable playbooks and workflows.
• Lead Executive Business Reviews (EBRs) to demonstrate ROI and align on strategic initiatives.

Skills

Customer Success Leadership

SaaS Revenue Growth

Account Management

Executive Relationship Management

Data-driven Decision Making

Cross-functional Collaboration

Team Building & Coaching

CRM Tooling

Strategic Planning

Problem Solving

Job description

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.

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.

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.