Director of Customer Success

About Our Client

We’ve partnered with an innovative company at the forefront of healthcare technology, specializing in AI-powered medical coding solutions. Their mission is to help healthcare providers streamline operations, enhance documentation accuracy, and increase revenue. They are currently seeking a highly motivated Director of Customer Success to oversee client onboarding and ensure long-term satisfaction and engagement.

Role Overview

This hybrid role combines technical onboarding expertise with strong relationship-building skills. You will serve as the primary point of contact from contract signature through to long-term success, ensuring smooth integrations, optimized workflows, and proactive support across various EHR platforms and specialties.

Key Responsibilities

• Implementation & Onboarding:
  • Manage the end-to-end onboarding process, from kickoff to go-live and post-launch support.
  • Gather details around clinical and coding workflows to tailor and integrate the solution to client needs.
  • Coordinate with product and engineering teams to deliver a seamless onboarding experience.
  • Conduct workflow mapping and user training sessions tailored to clinical and coding teams.
• Customer Success & Account Management:
  • Act as a trusted advisor to clients post-go-live and proactively manage client relationships.
  • Conduct operational reviews and lead business reviews to drive client value and identify expansion opportunities.
  • Track performance indicators and address any issues that may arise to ensure client satisfaction.
• Operational Excellence:
  • Manage multiple client implementations and success programs simultaneously.
  • Maintain detailed records of implementation plans and continuously refine processes based on feedback.

Required Qualifications

• 3+ years in customer success, implementation, or client-facing roles within healthcare technology.
• 5+ years of multi-specialty medical coding experience with a strong understanding of coding workflows.
• AHIMA or AAPC Coding Certification.
• Strong experience with EHR systems, preferably Epic or Athena.
• Proven ability to manage multiple complex projects effectively.
• Intermediate proficiency with Excel/Google Sheets and presentation software.
• Excellent organizational, communication, and interpersonal skills.
• Ability to work cross-functionally in a fast-paced SaaS environment.

Preferred Qualifications

• Experience with AI-powered or automation tools in healthcare or SaaS.
• Familiarity with ticketing platforms and CRM tools.

Why You’ll Love Working With Us

• Mission-driven culture focused on improving healthcare outcomes.
• High-impact role with visibility across clients, product, and leadership.
• Remote-first culture with a supportive team environment.
• Competitive compensation and growth opportunities.