Senior Director, Enterprise Customer Success

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.