redoxengine - Redox - Director, Customer Success (Connection Networks)

Remote - USA4w ago

Remote Director NA Hospitals Director of Customer Success Account Management Team Management Reporting Salesforce Gong

Requirements

• Proven experience in Customer Success, Account Management, or Provider/Client Relations within health tech, healthcare interoperability, or health data companies. • Direct experience engaging hospital or health system IT and integration stakeholders, not solely commercial or clinical buyers. • Comfort operating with high ambiguity and no established playbook, you will be building this function, not executing an existing one. • Working knowledge of the health data exchange ecosystem, including HIPAA-relevant considerations around health data sharing and network participation. • Strong track record of building trust-based relationships with technical and operational stakeholders at hospitals and health systems. • Ability to manage and prioritize a large book of relationships (dozens to hundreds of provider systems) autonomously, without a supporting team. • Excellent written and verbal communication skills, with the ability to report clearly on engagement, referenceability, and pipeline signal. • Proficiency with modern customer success and CRM tooling; hands-on experience with platforms such as Vitally (or comparable CS platforms), Salesforce, Zendesk, Gong, and workflow automation tools (e.g., Zapier) strongly preferred. • Comfortable operating in a remote, asynchronous organizational culture. • Strong AI proficiency strongly preferred; comfortable using AI tools (e.g., Claude) to accelerate account research, call prep, follow-up drafting, and reporting across a large book of relationships. • ## Who you’ll be engaging with: • Top 25 health systems by connection depth on the Redox network. • Epic-based provider organizations connected to Redox. • Hospital IT, integration, and interoperability teams managing the Redox relationship day to day. • Familiarity with health data exchange frameworks and standards (e.g., Carequality, TEFCA, HL7/FHIR). • Experience building a net-new function or team within a growth-stage company. • Familiarity with CRM or Customer Success tooling for relationship and pipeline tracking.

Responsibilities

• Own and maintain relationships with an initial patch of provider systems on the Redox network, starting with the top 25 health systems and/or all Epic-based customers. • Serve as the primary point of contact for assigned provider systems, engaging largely with hospital IT and integration teams who manage the Redox connection day to day. • Build and track referenceability across your patch, keeping provider systems informed of new Redox features and capabilities, and willing to serve as references for Redox customers. • Generate fast-pass introductions: when an existing Redox customer wants to sell into a provider system you manage, use the relationship to accelerate that connection. • Identify and surface signal for direct commercial relationships between Redox and provider systems over time. • Define and refine the initial outreach cadence and relationship-management process for this function, since no established playbook exists today. • Track and report on engagement, referenceability status, and lead signal across your patch to validate ROI during the initial 6-month pilot. • Partner cross-functionally with Customer Success, Sales, and Product to translate provider relationships into stronger network stickiness and customer outcomes.