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Joyful Health

Director of Customer Success

Leads and builds Customer Success function for healthcare RCM platform, managing Revenue Cycle Success Managers, defining playbooks/metrics, driving retention/expansion, and turning customer insights into product improvements. Requires 6+ years CS experience with 4+ in leadership, ideally in healthcare tech.

190k – 220kNew York, NYCustomer SuccessHybrid6+ YOE
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About the role

Responsibilities

  • Build and own the RCM Success operating model: Create infrastructure including QBR templates, escalation protocols, onboarding playbooks, expansion triggers, and communication standards.
  • Define what great looks like and develop the team: Coach RSMs on commercial and strategic conversations, manage high-performing team, and hire for growth.
  • Set the metrics that matter: Own retention and expansion outcomes (NRR, GRR, expansion rate, referrals) and build metrics around capturing customer signal.
  • Turn customer outreach into organizational intelligence: Build mechanisms to route RSM insights to product, operations, and strategy; partner with leaders to prioritize changes.
  • Lead cross-functional alignment: Own CS narrative at leadership level (retention metrics, account health, churn risk, expansion pipeline); partner with Sales on ICP, handoffs, expansions.
  • Drive RSM ↔ RCM CoE operating relationship: Ensure practices have dedicated owners and access to RCM expertise.

Requirements

  • 6-8+ years in customer success, with at least 4 years in leadership; experience creating playbooks, defining metrics, shaping functions.
  • Experience in healthcare technology, RCM, or adjacent domain.
  • Product-minded: Anticipate customer needs, translate conversations into priorities, own retention/expansion metrics.
  • Thrive in ambiguity with executive presence; collaborative.

Compensation

Base pay: $190,000–$220,000 per year.

Skills

Customer SuccessRcm (Revenue Cycle Management)Qbr ManagementRetention MetricsExpansion StrategiesHealthcare TechnologyCustomer OnboardingCross-Functional CollaborationAccount ManagementMetrics Definition

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