[Hiring] Director of Customer Success @Infinx

Role Description

The Director of Customer Success is responsible for the overall strategic, operational, financial, and relationship management of an assigned portfolio of ambulatory clients. This individual will serve as the primary strategic partner to client leadership, ensuring the delivery of exceptional customer experience, operational excellence, financial performance, client retention, and sustainable account growth.

This role requires a highly motivated, self-directed leader who takes ownership of their book of business, anticipates client needs, independently identifies opportunities and challenges, and drives solutions with minimal direction. The Director will partner closely with internal operational, product, technology, and executive leadership to ensure client objectives are achieved while maximizing the value and profitability of each relationship.

The successful candidate will demonstrate strong revenue cycle knowledge, financial acumen, analytical problem-solving capabilities, and the ability to translate operational performance into measurable business outcomes.

Job Responsibilities

• Own and manage an assigned book of business encompassing ambulatory/physician practice customers.
• Serve as the primary strategic relationship owner, developing trusted relationships with customer executives, operational leaders, and key stakeholders.
• Demonstrate a comprehensive understanding of each customer’s business, organizational structure, revenue cycle operations, financial objectives, contractual commitments, and strategic priorities.
• Maintain consistent executive-level engagement and communication, ensuring transparency, accountability, and alignment on business priorities.
• Independently manage competing priorities across the portfolio, demonstrating sound judgment, initiative, and the ability to operate effectively with minimal oversight.
• Maintain ownership and accountability for the financial performance of the assigned book of business, including revenue, operating costs, margins, and overall profitability.
• Develop a strong understanding of client-level P&L performance, identifying financial risks, cost-to-serve opportunities, and areas for improved operational efficiency.
• Monitor financial performance against budget, forecast, and actual results, proactively identifying variances and developing actionable mitigation plans.
• Serve as the accountable client advocate and business leader, ensuring operational performance aligns with client expectations, contractual obligations, and established service levels.
• Apply analytical and critical-thinking skills to evaluate complex revenue cycle issues, determine root causes, and drive sustainable solutions.
• Effectively manage escalations through timely pro-active communication, decisive action, cross-functional collaboration, and documented resolution plans.
• Translate operational data and performance metrics (KPIs and SLAs) into meaningful insights, recommendations, and measurable improvement initiatives.
• Proactively identify and develop organic growth opportunities within existing accounts, including upselling, cross-selling, additional service lines, and expanded partnerships.
• Lead client and internal business reviews, ensuring discussions are outcome-driven, data-focused, and aligned with strategic objectives.
• Influence cross-functional teams through collaboration, accountability, and effective communication without relying solely on direct authority.

Qualifications

• 10+ years of experience in customer success, client services, account management, healthcare operations, or revenue cycle management, with progressive leadership responsibility.
• Demonstrated experience independently managing a portfolio of assigned clients, preferably within ambulatory/physician practice environments.
• Strong understanding of the healthcare revenue cycle, including patient access, eligibility, prior authorization, coding, billing, accounts receivable, denials management, and collections.
• Proven ability to own a book of business and drive accountability for client relationships, operational performance, retention, revenue growth, and profitability.
• Self-starter with an entrepreneurial mindset who takes initiative, anticipates needs, establishes priorities, and moves work forward with minimal direction.
• Ability to balance strategic thinking with hands-on execution and manage multiple client priorities in a fast-paced, evolving environment.
• Proven ability to build credibility and influence executive-level relationships through business knowledge, sound judgment, and effective communication.
• Proficiency in Microsoft Office, particularly Excel, PowerPoint, and Word.

Benefits

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.