Director, Customer Success West Region

 

 

About the Role

Impact you will make

The Director, Customer Success is responsible for managing assigned customers and supporting all aspects of customer 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 Director, Customer Success will collaborate with colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development, and Marketing, as appropriate, to serve the needs of customers.

What you will do

• Adopt and utilize resources provided to proactively monitor and manage customer outcomes and success, including:
• Gainsight
• Salesforce
• FinThrive Analytics
• Capture and track customer value metrics and targets to demonstrate achievement of metrics/results and return on investment (ROI).
• Create an account plan and customer growth strategy in collaboration with Sales Executives.
• Internally document at-risk mitigation plans.
• Provide leadership with regular updates on assigned customer status, leveraging internal tools to support red/yellow/green status reporting.
• Own the role of Director, Customer Success as a key driver of customer satisfaction and performance.
• Accept responsibility and accountability for responding to all assigned customer issues and tasks.
• Take full responsibility for the account in customer satisfaction, communication, and escalation when needed.
• Assure satisfaction among customer groups 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 maintain accurate listings of contract expiration dates and notification requirements.
• Protect existing revenue through monthly analysis of revenue variances.
• Serve as the internal escalation point for issues regarding customer contracts or invoices.
• Conduct annual reviews and quarterly pulse checks with customers.
• Maintain a full understanding of internal control requirements within the area of responsibility and ensure proper change management protocols are followed.
• Meet and exceed quarterly and annual customer revenue targets.
• Comply with the renewal process and meet or exceed annual renewal targets.
• Identify growth opportunities within the assigned customer base.
• Secure and increase customer references.
• Foster high response rates and positive KLAS and Net Promoter Score (NPS) results.
• Ensure customer satisfaction, including ownership of value realization communication and management of customer expectations through primarily remote engagement with limited travel.
• Manage escalations from assigned customers.

 

What you will bring

• Bachelor’s degree.
• 3+ years of experience in Customer Success leadership, or within the revenue cycle management (RCM) function of a hospital.
• Executive presence and strong presentation skills.
• Ability to work autonomously, independently, and collaboratively within a team.
• Strong written and verbal communication skills with the ability to synthesize complex issues into clear, simple messages.
• Experience interfacing with both internal team members and external customers as part of a solutions-based team.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
• Proactive self-starter with ownership mentality and strong drive.
• Collaborative team player and quick learner.
• Willingness to travel up to 40-60%

 

What we would like to see

• Experience in healthcare revenue cycle management (RCM).
• Knowledge of FinThrive products and services or competitive solutions.
• Strong understanding of the healthcare industry, specifically revenue cycle management.
• Experience using Gainsight.
• Involvement with HFMA.