Director, Client Success

About Rialtic

Rialtic is an innovative enterprise software platform that enhances the capabilities of health insurers and healthcare providers, allowing them to manage their most crucial business operations efficiently.

Established in 2020, Rialtic is supported by prominent investors such as Socium Ventures by Cox Enterprises, Oak HC/FT, UPMC Enterprises,  F-Prime Capital, Health Velocity Capital, and Noro-Moseley Partners. Our flagship payment accuracy solution centralizes previously outsourced functions, empowering health plans to take full command of their operational processes. We collaborate with leading healthcare insurers and providers, addressing a critical $1 trillion challenge to reduce expenses, boost efficiency, and elevate the quality of care. To learn more about how we're driving innovation in healthcare, visit us at www.rialtic.io.

Our Commitment

Rialtic champions diversity, believing our collective strength is harnessed through inclusivity. We encourage applications from individuals of all backgrounds, as part of our commitment to creating an environment where diverse perspectives are valued and nurtured.

We prioritize innovation, problem-solving, and the tangible value each team member brings to our mission. Here, you won’t find rigid career ladders or title inflation — instead, we focus on creating growth opportunities. To solve meaningful problems and make decisions that influence real change.

Job Summary:

We seek an experienced and dynamic Director of Client Success to ensure the highest client satisfaction, retention, and growth levels. As the Director of Client Success, you will develop and implement strategies that foster long-term relationships with our clients, maximize their value, and ensure they succeed with our products/services.

You will work cross-functionally with the Content, Client Experience, Sales, Product, and Engineering teams to continuously improve the client experience and ensure optimal outcomes for our clients.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with key clients, acting as a trusted advisor.  Serve as the escalation point for complex client issues, driving swift resolution and client satisfaction. Ultimately accountable for the success of the client. Client Value comes first.
• Client Satisfaction: Accountable for the client being an unambiguously positive reference for Rialtic in the marketplace. 
• Client Retention & Growth: Focus on client retention, upsell opportunities, and long-term growth by understanding client needs and aligning our solutions to meet those needs. Drive initiatives to reduce churn and increase client lifetime value with Rialtic.
• Cross-Functional Collaboration: Work closely with Content, Client Experience, Sales, Product, and Engineering teams to ensure seamless onboarding, and ongoing client management. Share client feedback with internal teams to improve product offerings and services to provide our clientele with the most value to make payment integrity accessible.
• Process Improvement: Continuously assess and refine client success processes, tools, and systems to increase efficiency, client satisfaction, and scalability. Implement best practices and frameworks for client engagement.
• Metrics & Reporting: Track, analyze, and report on client success metrics, including retention rates, Net Promoter Scores (NPS), and other KPIs. Use data-driven insights to inform decision-making and optimize client strategies to upsell and hit revenue targets.
• Client Education & Enablement: Oversee the creation and delivery of client education programs, webinars, and resources to ensure clients are empowered to make the most of our solutions at Rialtic.

Qualifications:

• A bachelor's degree in business or healthcare or a related field, an MBA, or an advanced degree is preferred.
• 10-15 years of healthcare experience is preferred.
• 12+ years of experience in client success, account management, or related client-facing roles in healthcare.
• Proven experience leading and scaling client success teams, with a track record of driving client satisfaction, retention, and growth.
• Strong interpersonal and communication skills with the ability to build relationships with C-level executives.
• Analytical mindset with the ability to interpret data and make informed, strategic decisions.
• Experience with client success platforms (e.g., Gainsight, Salesforce) and CRM systems.
• Ability to