Senior Director, Enterprise Customer Success

🕒 September 14

🇺🇸 United States – Remote

💵 $170k - $195k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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Redox

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare • Healthcare Insurance • SaaS

Redox is a company specializing in healthcare data interoperability. It provides a platform that facilitates real-time data exchange for vendors, providers, and payers in the healthcare industry. With over 7,300 connected healthcare organizations, Redox enables efficient data exchange and processing, helping to improve patient care and streamline operations. The platform supports massive data transactions, maintains high uptime, and is certified for security standards like HITRUST. Redox is renowned for integrating EHR systems, improving AI and machine learning outcomes, and enhancing patient and member experiences. Its solutions are trusted by key players in the healthcare sector to manage and consolidate healthcare data effectively.

📋 Description

• 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 net revenue retention, gross retention, and expansion revenue outcomes • Develop repeatable enterprise frameworks for executive business reviews, account planning, risk escalation, and expansion motions • Serve as executive point of contact for at-risk Strategic accounts • Partner with Support and Engineering to resolve critical issues and rebuild trust • Represent Strategic accounts in Product roadmap and prioritization conversations • Surface cross-account patterns to inform platform investment • Partner with Sales on renewal/expansion strategy and account transitions • Partner with Marketing on referenceability, case studies, and advocacy • Build the outreach cadence, prioritization approach, relationship-tracking process, and Strategic CS playbook • Measure engagement, referenceability, and leads • Ensure the team is staffed, ramped, and operating against clear account plans

🎯 Requirements

• 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 • Familiarity with healthcare interoperability, EHR ecosystems, HL7/FHIR, or health data exchange (nice to have) • Experience in a platform/API business where technical depth matters to the customer relationship (nice to have) • Successful candidates must be eligible to be employed in the U.S. and must reside & work in the continental U.S.

🏖️ Benefits

• 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

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