Director, Customer Success NorthEast Region

As the Director, Customer Success you will lead a portfolio of assigned customers, ensuring satisfaction, value realization, and revenue growth. You will collaborate across Customer Success, Sales, Support, Implementation, Product, Development, and Marketing to meet customer needs and drive business outcomes.

Responsibilities

• Adopt and utilize tools (Gainsight, Salesforce, FinThrive Analytics) to proactively monitor and manage customer outcomes.
• Capture and track customer value metrics and ROI to demonstrate achievement of targets.
• Create account plans and growth strategies in collaboration with Sales Executives.
• Document and execute at-risk mitigation plans.
• Provide leadership with regular updates on customer status using red/yellow/green reporting.
• Drive customer satisfaction and performance as a key leader in the Customer Success team.
• Respond to all assigned customer issues and tasks with full accountability.
• Ensure customer satisfaction through effective communication and escalation management.
• Identify opportunities for operational and process improvements in utilization and integration.
• Manage contract renewals, track expiration dates, and meet renewal targets.
• Protect existing revenue through monthly analysis of revenue variances.
• Serve as the internal escalation point for contract or invoice issues.
• Conduct annual reviews and quarterly pulse checks with customers.
• Maintain compliance with internal control requirements and change management protocols.
• Meet or exceed quarterly and annual customer revenue targets.
• Identify and pursue growth opportunities within the assigned customer base.
• Secure and increase customer references.
• Drive high response rates and positive KLAS and Net Promoter Score (NPS) results.
• Manage customer expectations and value realization through primarily remote engagement with limited travel.
• Handle escalations from assigned customers.

Requirements

• Bachelor’s degree.
• 3+ years of experience in Customer Success leadership or within the revenue cycle management (RCM) function of a hospital.
• Must be located in one of the following states: CT, DE, ME, MA, NH, NJ, NY, PA, RI, VT.
• 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 simplify complex issues.
• Experience interfacing with internal teams and external customers in a solutions-based environment.
• Proficiency in MS Office (Outlook, Word, Excel, PowerPoint).
• Proactive self-starter with an ownership mentality and strong drive.
• Collaborative team player and quick learner.
• Willingness to travel up to 40-60%.

Preferred Qualifications

• 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.

About FinThrive

FinThrive is advancing the healthcare economy. We foster a culture of customer-centricity and reliability, making FinThrive an exceptional place to work. For more details, visit finthrive.com/why-finthrive and explore our workplace recognitions at finthrive.com/careers#culture.

Benefits

FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings, visit finthrive.com/careers-benefits.