# Director of Customer Success
**Company:** [Joyful Health](https://hotfix.jobs/companies/joyful-health)
**Location:** New York, NY
**Salary:** $190K-$220K
**Experience:** 6+ years
**Skills:** Customer Success, Rcm (Revenue Cycle Management), Qbr Management, Retention Metrics, Expansion Strategies, Healthcare Technology, Customer Onboarding, Cross-Functional Collaboration, Account Management, Metrics Definition
**Posted:** 2026-03-03
> 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.
## Job Description
## 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.
**Apply:** https://hotfix.jobs/jobs/director-of-customer-success-at-joyful-health-99abfec7-92e1-4d7f-bd08-d9fdb9d9bb5f
**Canonical:** https://hotfix.jobs/jobs/director-of-customer-success-at-joyful-health-99abfec7-92e1-4d7f-bd08-d9fdb9d9bb5f