Senior Director, Customer Success

R1 RCM; United States; Remote; USD 125,000 - 219,000; Full time

Job summary

R1 RCM, un leader en solutions technologiques pour le secteur de la santé, recherche un Senior Director, Customer Success. Le candidat idéal coordonnera avec les opérations pour garantir la satisfaction des clients et dirigera une équipe performante, tout en affrontant les défis des fournisseurs de soins de santé ruraux.

Benefits

Competitive benefits package

Qualifications

• Expérience dans la gestion du cycle de revenus des soins de santé.
• Compréhension des défis opérationnels des hôpitaux ruraux.
• Succès démontré dans la satisfaction et la fidélisation des clients.

Responsibilities

• Définir et exécuter une vision stratégique pour le succès des clients.
• Cultiver la confiance avec les équipes hospitalières.
• Diriger l'équipe Customer Success et aligner la performance sur les objectifs clients.

Skills

Healthcare revenue cycle management

Operational and financial challenges understanding

Client-facing team leadership

Executive communication

Education

Bachelor's degree

MBA or MHA preferred

Job description

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

As our Senior Director, Customer Success, you will help ensure operational excellence and foster long-term client partnerships with community-based health systems and rural hospitals. Every day you will coordinate with operations and lead a high-performing Customer Success team to drive customer satisfaction. To thrive in this role, you must have a strong understanding of the challenges faced by rural providers and a passion for enabling value through exceptional client service.

Here’s what you will experience working as a Senior Director, Customer Success:

• Define and execute a strategic vision for customer success tailored to small and rural healthcare providers.

• Cultivate trust and loyalty with hospital executives and administrative teams through a relationship-based client engagement approach.

• Lead and scale the Customer Success team, ensuring performance aligns with client goals.

• Develop client success playbooks, lifecycle engagement models, and account plans for small and community hospitals.

• Own the NPS program, including survey management, analysis, and communication of results.

• Collaborate cross-functionally to resolve root cause issues affecting client satisfaction and manage strategic relationships.

• Ensure client delivery aligns with contract terms, overseeing renewals, modifications, and risk mitigation.

• Coordinate with delivery and operations leaders to meet service expectations and provide actionable client insights for performance improvement.

Required Skills:

• Healthcare revenue cycle management operations experience in client success, account management, or client services

• Strong understanding of the operational and financial challenges faced by rural hospitals and critical access providers

• Demonstrated success leading a client-facing team, improving client satisfaction, retention, and account growth in healthcare settings

• Executive communication skills and the ability to build trust at the C-suite level

• Bachelor’s degree, MBA or MHA preferred, or equivalent revenue cycle and customer success experience

For this US-based position, the base pay range is $125,572.97 - $218,451.48 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training. This job is eligible to participate in our annual bonus plan at a target of 25.00%

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package.

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

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To learn more, visit: R1RCM.com

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