Strategic Enterprise CS Leader — Growth & Retention

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 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.