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

Davita Inc.; Philadelphia (Philadelphia County); On-site; USD 120,000 - 160,000; Full time

Job summary

A leading healthcare SaaS company seeks a Senior Customer Success Director to enhance client engagement and satisfaction. This role includes responsibility for revenue targets and contract renewals, with a focus on fostering positive client experiences. The ideal candidate possesses extensive healthcare SaaS experience and excels in collaboration, communication, and strategic planning.

Benefits

Flexible working hours

Travel opportunities

Healthcare benefits

Qualifications

• 8+ years in a related function with direct customer engagement experience.
• 3+ years of healthcare industry knowledge, specifically revenue cycle management.
• Experience developing product use cases with customers.

Responsibilities

• Meet and exceed quarterly and annual client revenue targets.
• Negotiate and manage complex escalated communication.
• Ensure client satisfaction through effective communication.

Skills

Customer advocacy

Communication skills

Collaboration

Problem-solving

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

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.

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