Customer Success Director

Position Overview

maxRTE delivers software solutions that help our clients solve one of the most important challenges in healthcare—helping patients gain access to care through revenue cycle management. We are growing fast, and are looking for a passionate and driven Customer Success Director to oversee our enterprise-level client relationships and lead our Customer Success team. Reporting to our COO, this leader will own customer outcomes, drive retention and expansion, and build the processes and team needed for scale.

A great candidate combines superior client services skills with proven leadership experience, a proactive approach to account growth, and a strong grasp of healthcare technology. They thrive in fast-paced environments where they can both set strategy and roll up their sleeves to ensure execution.

What You'll Do:

• Own enterprise client relationships: Serve as the executive sponsor for maxRTE’s largest hospital and health system clients, accountable for retention, expansion, and long-term partnership success.
• Lead and grow the Customer Success team: Hire, train, and manage a team of A players, building a team culture of excellence.
• Drive revenue outcomes: Ensure your team meets or exceeds net revenue retention goals through a combination of proactive account management, upsell, and cross-sell strategies.
• Set and execute strategy: Partner with the COO and CEO to define maxRTE’s customer success strategy, build scalable processes, and oversee day-to-day execution across the team.
• Enable customer value:
• Oversee onboarding of new clients, ensuring implementation timelines are met and smooth handoff from implementation.
• Drive regular reporting and quarterly business reviews that demonstrate ROI and surface opportunities.
• Monitor customer usage and health data to inform strategy, intervene proactively, and resolve issues.
• Be a voice of the customer: Escalate client feedback to internal teams to improve product, operations, and support.
• Develop trusted partnerships: Build executive-level relationships with senior stakeholders at client organizations while empowering your team to manage day-to-day user engagement.
  

Who You Are:

• You have a bachelor’s degree in business, healthcare, or a related field; MBA is a plus.
• You have 6+ years’ experience in client-facing or professional services roles within software or healthcare technology, with at least 1+ year managing and developing teams.
• You are technically savvy and have experience implementing complex healthcare integrations, such as Epic.
• You are skilled at building and scaling customer success strategies using data-driven insights.
• You are a natural leader and collaborator who can convey complex ideas simply to clients, internal teams, and executives.
• You have a track record of managing complex projects that are delivered on time. 
• You have led a team in driving measurable outcomes and exceeding retention goals.
• You provide frequent, clear, and concise written and verbal communication.
• You thrive in fast-paced, often ambiguous environments and are willing to pitch in above and beyond your job description to help the team achieve its mission.

maxRTE is committed to training, mentoring and accelerating the career of each and every member of our team. We are deeply invested in our employees and offer:

• Competitive salary + bonus
• Other perks & stipends for remote working
• Team bonding and 2x annual off-site events
• Unlimited paid time off
• Dental, Vision, Health and Life Insurance

About Us

maxRTE is a fast-growing healthcare revenue cycle management software company, helping healthcare providers find insurance for patients. With 1 in 4 Americans having trouble paying medical bills, we strive to have impact for patients, providers and our community. Our insurance discovery software locates unknown coverage from commercial and exchange plans, Medicare, Medicaid, Tricare, worker’s comp, and Cobra for 15-20% of all self-pay patients. We easily integrate with EHRs and our web-based portal ensures secured access for employees, no matter where they work.

maxRTE is an equal opportunity employer and believes in creating a supportive and diverse workplace. We want to have the best available people in every job. Therefore, the Company does not discriminate, and does not permit its employees to discriminate.