Senior Customer Success Director (MA, NJ, Philadelphia area)

About the Role
Impact you will make
The Senior Customer Success Director (CSD) is responsible for managing assigned clients and supporting all aspects of client management activities. This role is accountable for customer satisfaction and value realization as measured by Gross and Net revenue targets, contract renewal and referrals for expansion opportunities. The Senior CSD will collaborate with other colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development and Marketing, as appropriate to serve the needs of their clients.

What you will do
• Meet and exceed quarterly and annual client revenue targets
• Comply with renewal process and meet or exceed annual renewal targets
• Identify growth opportunities within assigned client base
• Secure and increase references
• Foster high response rate and positive KLAS and Net Promoter survey scores
• Ensure client satisfaction, to include owning communication of value realization, as well as by managing and setting client expectations, both through frequent onsite meetings and remote client management
• Negotiate and manage complex escalated states of communication
• Capture and track client value metrics and targets, to demonstrate achievement of said metrics/results and return on investment (ROI)
• Create an account plan and client growth strategy in collaboration with Sales Executives
• Internally document at risk mitigation plans
• Provide internal leadership within client success by mentoring and coaching colleagues
• Accept responsibility/accountability for responding to all assigned client issues and tasks. Takes full responsibility for the account in client satisfaction, communication, and when needed, escalation
• Assure satisfaction among customer groups with the quality and amount of support provided by monitoring and responding appropriately to outcomes and feedback
• Identify opportunities for operational and process improvements related to utilization and integration
• Manage all renewals and accurate listing of contract expiration dates and notification requirements
• Protect existing revenue and conduct monthly analysis of revenue variances
• Serve as internal escalation point for issues regarding a client’s contract or invoices
• Conduct business reviews with quarterly or annual frequency depending on client and monthly pulse checks

What you will bring
• 8+ years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in healthcare SaaS based technology companies or in the RCM function of a hospital
• 3+ years of healthcare industry knowledge, specifically revenue cycle management
• Executive presence and presentation skills
• A rich history of growing customer happiness, adoption, and retention
• Confirmed ability to drive continuous product value
• Experience developing product use cases with customers
• Proactive self-starter. Autonomy and ownership of territory. Hustle
• Collaborative team player. Quick learner
• Ability to play a key role in client satisfaction and performance
• Work autonomously, independently and as part of a team for collaboration
• Written and verbal communication skills, ability to synthesize complex issues and communicate into simple messages
• Experience interfacing with both internal team members and external clients, as part of a solutions-based team
• Computer knowledge including MS Office (Outlook, Word, Excel, Power Point)
• Travel: Up to 40-60%

What we would like to see
• Highly preferred to live in MA, NJ or Philadelphia area
• Knowledge of FinThrive products and services or competitors
• Experience using Salesforce & Gainsight
• Involvement with HFMA


About FinThrive
FinThrive is advancing the healthcare economy.
For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive.

Award-winning Culture of Customer-centricity and Reliability
At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture.


Our Perks and 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.

FinThrive’s Core Values and Expectations

• Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environm