Senior Customer Success Director (MA, NJ, Philadelphia area)

FinThrive; Philadelphia (Philadelphia County); On-site; USD 125,000 - 208,000; Full time

Job summary

A leading company in healthcare technology is seeking a Senior Customer Success Director in the Philadelphia area to enhance client relationships and drive satisfaction. This role requires significant experience in customer advocacy, as well as expertise in healthcare revenue cycle management. You will lead initiatives to ensure client happiness, manage complex communication, and identify growth opportunities. Join a dynamic team committed to leveraging innovative solutions in the healthcare sector.

Qualifications

• Experience in post-sales or professional services for healthcare SaaS.
• Proven record in customer retention and value delivery.
• Proactive self-starter with strong interpersonal abilities.

Responsibilities

• Manage client relations to meet revenue targets and renewals.
• Collaborate across departments for client success.
• Conduct business reviews and performance metrics.

Skills

Customer Advocacy

Client Satisfaction

Revenue Cycle Management Knowledge

Presentation Skills

Communication Skills

Education

8+ years experience in customer success or related field

Tools

Salesforce

Gainsight

MS Office

Job description

Senior Customer Success Director (MA, NJ, Philadelphia area)

Join to apply for the Senior Customer Success Director (MA, NJ, Philadelphia area) role at FinThrive

Senior Customer Success Director (MA, NJ, Philadelphia area)

Join to apply for the Senior Customer Success Director (MA, NJ, Philadelphia area) role at FinThrive

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Impact you will make

The Senior Customer Success Director (CSD) is responsible for managing assigned clients and supporting all aspects of client management activities. This role is accountable for customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The Senior CSD will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.

About The Role

Impact you will make

The Senior Customer Success Director (CSD) is responsible for managing assigned clients and supporting all aspects of client management activities. This role is accountable for customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The Senior CSD will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.

What You Will Do

• Meet and exceed quarterly and annual client revenue targets
• Comply with renewal process and meet or exceed annual renewal targets
• Identify growth opportunities within assigned client base
• Secure and increase references
• Foster high response rate and positive KLAS and Net Promoter survey scores
• Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
• Negotiate and manage complex escalated states of communication
• Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
• Create an account plan and client growth strategy in collaboration with Sales Executives
• Internally document at risk mitigation plans
• Provide internal leadership within client success by mentoring and coaching colleagues
• Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to utilization and integration
• Manage all renewals and accurate listing of contract expiration dates and notification requirements
• Protect existing revenue and conduct monthly analysis of revenue variances
• Serve as internal escalation point for issues regarding a client’s contract or invoices
• Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks
  
  

What You Will Bring

• 8+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare SaaS based technology companies or in the RCM function of a hospital
• 3+ years of healthcare industry knowledge, specifically revenue cycle management
• Executive presence and presentation skills
• A rich history of growing customer happiness, adoption, and retention
• Confirmed ability to drive continuous product value
• Experience developing product use cases with customers
• Proactive self-starter. Autonomy and ownership of territory. Hustle
• Collaborative team player. Quick learner
• Ability to play a key role in client satisfaction and performance
• Work autonomously, independently and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external clients, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Travel: Up to 40-60%
  
  

What We Would Like To See

• Highly preferred to live in MA, NJ or Philadelphia area
• Knowledge of FinThrive products and services or competitors
• Experience using Salesforce & Gainsight
• Involvement with HFMA
  
  

About FinThrive

FinThrive is advancing the healthcare economy.

For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability

At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.

Our Perks And Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits.

FinThrive’s Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities
• Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations
  
  

Physical Demands

The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Statement of EEO

FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process.

FinThrive Privacy Notice for California Resident Job Candidates



Know Your Rights

Pay Transparency Notice

FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.

2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or related entities. RV092724TJO

finthrive.com | FinThrive Careers | FinThrive Benefits & Perks | Physical Demands

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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