Director of Customer Success

Maxrte; Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Performance bonus

Medical coverage

Dental coverage

Vision coverage

401(k) matching

Unlimited PTO

Job summary

MaxRTE is seeking a Customer Success Director to lead our enterprise CS team and drive long-term health, satisfaction, and revenue growth across our client portfolio.

You will own Net Revenue Retention, manage a team of CS managers, and partner with Product and Engineering to maximize platform adoption and ROI for large health system customers.

Qualifications

• Experienced CS Leader: 10+ years of customer success, account management, or client management in SaaS.
• Healthcare & RCM domain experience preferred.
• Enterprise client management in large health systems.

Responsibilities

• Own Net Revenue Retention (NRR) across enterprise and mid-market clients.
• Manage a team of Customer Success Managers and oversee post-implementation relationships.
• Monitor platform usage and ROI to ensure value realization for clients.
• Escalation point for client issues; collaborate with Product, Eng, and Implementations to resolve issues.
• Lead Executive Business Reviews with client leaders to discuss ROI and strategic initiatives.
• Hire, coach, and scale a high-performing CS team with standardized playbooks and workflows.
• Advise internal teams with client feedback to inform product roadmaps.

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.

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.