Senior Director, Enterprise Customer Success

Redox, Inc.; Northern (KY); Hybrid; USD 170,000 - 195,000; Full time

Benefits offered by this job

Remote-first culture (US-based)

Unlimited Flexible Time Off

R^Charge days (3-day weekends monthly)

Sabbatical stipend

Job summary

Redox seeks a Sr. Director of Enterprise Customer Success to own health, growth, and retention of our most strategic accounts.

You will manage 6 Strategic Client Executives across Payer, Provider, EHR, Vendor, and Life Sciences, ensuring value realization of Redox's platform in complex healthcare environments. You will build scalable CS processes, drive net revenue retention and expansion, and partner with Sales, Product, and Support to deliver outsized outcomes.

Qualifications

• 8+ years in Customer Success or related revenue role, with 3+ years leading a team.
• Experience owning relationships with large, multi-stakeholder accounts in healthcare/health tech.
• Ability to operate across multiple market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences).
• A track record of hitting or exceeding net revenue retention and expansion targets for strategic/enterprise accounts.
• Strong executive presence for C-suite and VP-level stakeholder interactions.
• Experience building or scaling CS processes (segmentation, playbooks, health scoring, escalation frameworks).
• Excellent cross-functional collaboration with Sales, Product, Support, and leadership.
• Comfort operating with ambiguity in a fast-moving scaling organization.
• AI proficiency using tools like Claude for planning and reporting.

Responsibilities

• Lead the Strategic CS team: hire, coach, and manage 6 executives; set account strategies, quotas, and development plans.
• Own Strategic-tier outcomes: drive net revenue retention, gross retention, and expansion revenue across Strategic segment.
• Build the enterprise playbook: develop repeatable frameworks for executive reviews, account planning, risk escalation, and expansion motions.
• Manage escalations and risk: serve as executive contact for at-risk accounts; coordinate with Support and Engineering.
• Represent the customer internally: voice Strategic accounts in roadmap and prioritization with Product.
• Partner cross-functionally: collaborate with Sales on renewals/expansion and with Marketing on reference-ability and advocacy.

Skills

Customer Success

Account Management

Enterprise Relationships

Executive Presence

Cross-functional Collaboration

Team Leadership

Strategic Planning

Healthcare Domain

Tools

Claude AI

Job description

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Opportunity and Impact:

Redox is looking for a Sr. Director of Enterprise Customer Success to own the health, growth, and retention of our most strategic accounts. This leader will manage a team of 6 Strategic Client Executives (SCEs) responsible for our highest-ARR, highest-complexity relationships across Redox's five core markets — Payer, Provider, EHR, Enterprise Vendor, and Life Sciences — the accounts where Redox's platform is most deeply embedded in a customer's clinical, operational, or product workflows.

Each of these markets brings distinct stakeholders, use cases, and success criteria (health systems optimizing clinical data exchange, payers managing member data at scale, EHR partners embedding Redox into their own offerings, vendors building on our platform, and life sciences companies powering research and real-world data use cases) so this leader needs to flex account strategy across a genuinely diverse enterprise portfolio rather than a single vertical playbook.

This is a player-coach role for someone who has run enterprise relationships themselves and now wants to build and scale the team and playbook behind them. You'll be accountable for net revenue retention, expansion pipeline, and executive-level relationship health across the Strategic tier, while partnering closely with Sales, Product, and Support to make sure our biggest customers get outsized value from the platform.

Impact on Team:

We make room for everyone to be heard, regardless of level. We work openly, normalize not knowing things, and treat learning out loud as a feature, not a liability. In this role, you’ll be expected to bring your real perspective on what’s working and what isn’t as you build this function, and to commit fully once a direction is set.

We default to public Slack channels over DMs, document our thinking in writing, and work async whenever possible. There is no existing playbook for this role, you will be building the outreach cadence, prioritization approach, and relationship-tracking process as you go, and bringing recommendations to the table rather than waiting for direction.

We own the relationships we build, not just the introductions on this quarter’s list. You’ll have latitude to define scope, prioritize your own patch, and see the work through from first outreach to a validated, referenceable relationship. We measure ourselves by the value we deliver - engagement, referenceability, and leads - not the process we follow.

Job Responsibilities:

• Lead the Strategic CS team. Hire, coach, and manage 6 Strategic Client Executives; set individual account strategies, quotas/targets, and career development plans.

• Own Strategic-tier outcomes. Drive net revenue retention, gross retention, and expansion revenue across the Strategic segment (~top tier of Redox's ARR-based account tiering model).

• Build the enterprise playbook. Develop repeatable frameworks for executive business reviews, account planning, risk escalation, and expansion motions tailored to complex, multi-stakeholder healthcare accounts.

• Manage escalations and risk. Serve as the executive point of contact for at-risk Strategic accounts; partner with Support and Engineering to resolve critical issues and rebuild trust where needed.

• Represent the customer internally. Be the voice of Strategic accounts in roadmap and prioritization conversations with Product; surface patterns across accounts that should inform platform investment.

• Partner cross-functionally. Work closely with Sales on renewal/expansion strategy and account transitions, and with Marketing on reference-ability, case studies, and advocacy from top accounts.

Required Skills & Experience:

• 8+ years in Customer Success, Account Management, or a related revenue role, with 3+ years managing a team of enterprise-facing CS or AM professionals.

• Experience owning relationships with large, complex, multi-stakeholder accounts — healthcare, health tech, or another regulated/technical B2B environment strongly preferred.

• Ability to operate credibly across multiple market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences) and adapt account strategy to each one's distinct buyers and success metrics.

• A track record of hitting or exceeding net revenue retention and expansion targets for a strategic/enterprise book of business.

• Strong executive presence — comfortable running business reviews and escalation conversations with C-suite and VP-level customer stakeholders.

• Experience building or scaling CS processes (segmentation, playbooks, health scoring, escalation frameworks) rather than just operating within an existing one.

• Excellent cross-functional collaborator — able to work fluidly with Sales, Product, Support, and executive leadership.

• Comfort operating with ambiguity in a fast-moving, scaling organization.

• AI proficiency using tools like Claude (or similar) to streamline account planning, business reviews, and cross-functional reporting, with an interest in scaling those practices across the CS team.

Nice to have in your background:

• Familiarity with healthcare interoperability, EHR ecosystems, HL7/FHIR, or health data exchange.

• Experience in a platform/API business where technical depth matters to the customer relationship.

Metrics for Success:

• Strategic-tier net revenue retention and gross retention targets met or exceeded.

• Consistent, high-quality executive business review cadence across all Strategic accounts.

• A documented, repeatable Strategic CS playbook (account planning, EBRs, escalation, expansion) in active use by the team.

• Team fully staffed, ramped, and operating against clear individual account plans.

• Reduced at-risk account count / improved health-score trend across the portfolio.

$170,000 - $195,000 a year

Compensation:

The base salary range for this position is expected to be $170,000 to $195,000 per year with variable component.

*The base salary range is subject to change and may be modified in the future. The actual offer may vary depending on multiple factors unique to each candidate, including but not limited to the level of job-related knowledge, skills, qualifications, education/certification, and interview assessment.

Please note that the compensation details listed above reflect the base salary only, and do not include incentive pay, equity, or benefits. Redox offers a total rewards package that includes stock options and employee benefits for full-time employees. Our total rewards package includes the following:

Benefits & Perks

• 100% remote first culture (must be based in the US)
• Unlimited Flexible Time Off
• 15+ Observed Holidays
• Rest & R^Charge days (guaranteed a 3-day weekend each month)
• R^Charge (6 weeks paid sabbatical + stipend)
• 401k match 50% for up to 8% on Day 1
• Medical/Dental/Vision Benefits on Day 1
• HSA & FSA, Life, Disability, Medical Travel & Employee Assistance Program
• Paid Parental Leave (16 weeks)
• Productivity Stipend & Wellness Fund
• Redox Issued MacBook
• Virtual and/or in-person Team & Company Events
• Stock Options
• Employee Referral Bonus Program

About Redox - Take a look here:

https://youtu.be/4OjENXR6UXA

What We Do

Healthcare organizations and technology vendors connect to Redox once, then authorize what data they send to and receive from partners through a centralized hub. Redox's cloud-based platform is vendor and standards-agnostic and enables the secure and efficient exchange of healthcare data.

This approach eradicates the need for point-to-point integrations and accelerates the discovery, adoption, and distribution of patient and provider-facing technology solutions. With hundreds of healthcare organizations and technology vendors exchanging data today, Redox represents the largest interoperable network in healthcare. Learn how you can leverage the Redox platform at www.redoxengine.com.

Other Stuff About Us

Redox is an EEO company. We fully support the diversity of our team. As part of our ongoing work to build more diverse teams at Redox, you will be asked to complete a voluntary EEO survey when applying. This survey is anonymous, we cannot link your application record with your survey responses. We request that you complete this voluntary survey as we run monthly reports for each team which provides data for diversity in terms of gender and ethnic background in our Applicants and our Hired Redoxers. We take this data very seriously and appreciate your willingness and time to complete this step in the process.

Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S.

Thank you for your interest in Redox!

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