maxRTE

Lead customer success teams and strategies to increase product adoption, retention, and revenue expansion across enterprise health systems. | Requires 10+ years in SaaS customer success or account management, ideally in healthcare revenue cycle management, along with leadership and executive relationship skills. | About maxRTE At maxRTE, we believe every patient deserves access to care without financial barriers and that healthcare providers should be equipped to deliver that care without absorbing unnecessary financial loss. With 1 in 4 Americans struggling to pay medical bills, hospitals and health systems face increasing challenges identifying active insurance coverage. Too often, coverage is missed or hidden, leaving patients with overwhelming bills and providers with lost revenue. Our software uncovers hidden coverage—incorporating over 1,500 direct payer connections—to help hospitals and health systems recover revenue while ensuring patients get the care they need. We are growing quickly and looking for a Customer Success Director to lead customer success strategies, drive utilization, and maximize customer retention and expansion across all clients. Role Overview As the Customer Success Director, you will serve as the strategic lead accountable for the long-term health, satisfaction, and revenue growth of our client portfolio. You will manage a team of Customer Success Managers, overseeing the ongoing customer relationship post-implementation, ensuring product adoption, driving high platform utilization, resolving operational/technical friction points, and uncovering strategic expansion opportunities. In this role, you will hold direct responsibility for Net Revenue Retention (NRR) across large enterprise health systems. You will act as a trusted advisor to revenue cycle executives, ensuring our clients achieve maximum financial return while building a scalable foundation for our growing Customer Success function. What You’ll Do Net Revenue Retention & Account Growth: Own NRR across enterprise and mid-market clients by driving renewals, identifying strategic expansion opportunities, and upselling additional products. Relationship Management & Executive Presence: Establish and maintain strong, long-term relationships with revenue cycle management (RCM) executives, health system operations leaders, and key decision-makers. Utilization & Value Realization: Proactively monitor platform usage, user adoption, and key performance metrics to ensure clients are fully realizing the financial value and ROI of maxRTE. Strategic Issue Resolution & Troubleshooting: Act as the primary escalation point for client challenges, partnering with product, engineering, and implementation teams to resolve operational or technical issues quickly. Team Building & Process Optimization: Hire, coach, and manage a high-performing Customer Success team while developing standardized playbooks, scalable best practices, and operational workflows to optimize the end-to-end customer journey Business Reviews & Strategic Planning: Lead recurring Executive Business Reviews (EBRs) with client leaders to showcase ROI, share benchmark data, and align on upcoming strategic initiatives. Cross-Functional Collaboration: Serve as the voice of the customer internally, providing actionable feedback to Product and Engineering to inform product roadmaps and feature enhancements. Who You Are Experienced CS Leader: 10+ years of dedicated customer success, account management, or client management experience in a SaaS environment, with a proven track record of managing a team, owning portfolio revenue, and exceeding NRR targets. Healthcare & RCM Domain Expertise Preferred: Deep, direct experience working within healthcare technology and healthcare Revenue Cycle Management (RCM). Enterprise Client Savvy: Proven success managing complex, high-touch relationships with large enterprise health systems and hospital networks. Data-Driven & Growth-Oriented: Skilled at using data and product metrics to identify utilization trends, spot churn risks early, and pitch expansion opportunities rooted in client ROI. Builder: Experience hiring and onboarding a team, defining best practices, creating playbooks, coaching and mentoring, and leveraging CRM tools to drive process improvements. Problem Solver: Scrappy and resourceful when troubleshooting client workflow bottlenecks or system issues, ensuring swift resolution without compromising executive trust. Exceptional Communicator: Outstanding executive presentation, written communication, and relationship-building skills, with the ability to articulate complex financial ROI to C-suite and VP-level leaders. Why You’ll Love Working Here Impact: Your work directly helps patients access care and enables health systems to recover critical revenue. Autonomy & Influence: High ownership over client outcomes with the opportunity to shape how maxRTE scales its enterprise Customer Success organization. Competitive Compensation & Benefits: Market-competitive salary, performance bonus, medical/dental/vision coverage, 401(k) matching, and unlimited PTO. Culture: Bi-annual in-person offsites, remote work flexibility, and a collaborative environment with really awesome smart people that values continuous learning and execution.

Lead enterprise client implementations from kickoff through configuration, integration, testing, and launch while building and coaching the implementation team. | Requires 8+ years leading technical client implementations, integration and data-pipeline fluency, team management, and executive communication; healthcare revenue-cycle or EHR experience is preferred. | At maxRTE, we believe every patient deserves access to care without financial barriers and that healthcare providers should be equipped to deliver that care without absorbing unnecessary financial loss. With 1 in 4 Americans struggling to pay medical bills, hospitals and health systems face increasing challenges identifying active insurance coverage. Too often, coverage is missed or hidden, leaving patients with overwhelming bills and providers with lost revenue. Our software uncovers hidden coverage—incorporating over 1,500 direct payer connections—to help hospitals and health systems recover revenue while ensuring patients get the care they need. We are growing quickly and looking for someone to lead our Implementation team, to take end-to-end ownership of client launches, driving technical configuration, workflow validation, and early value realization for major enterprise healthcare clients. As the Head of Implementation, you will serve as the strategic and technical lead for onboardings across enterprise healthcare providers and large health systems. You will own the implementation lifecycle end-to-end—from initial kickoff through client instance configuration, technical file integration, workflow testing, and go-live handoff to Client Success. This position will be a player/coach role, where you will own some implementations yourself, and also build and manage a team. The ideal candidate operates independently without relying on dedicated technical support or project managers. You are equally comfortable leading strategic calls with revenue cycle executives as you are setting up client instances, handling file transfers, configuring software rules, and validating technical data pipelines. What You'll Do • End-to-End Ownership: Take full ownership of the client onboarding lifecycle for new and expansion clients, ensuring well-scoped, timely, and high-quality implementations • Technical Instance Setup & Configuration: Directly set up, configure, and maintain client instances within the maxRTE platform, applying custom rules, filters, and coverage mappings • Integration & Data Exchange: Guide and validate file transmission and data exchange mechanisms, including SFTP setups, batch processing, real-time integrations, and API connection workflows • Workflow Testing & Validation: Lead comprehensive end-to-end testing, placement file runs, return report analyses, and user acceptance testing (UAT) to ensure high data quality and eliminate post-launch rework • Client Advisory & Executive Presence: Lead client-facing implementation discussions with RCM executives, health system operations leaders, and IT stakeholders to translate complex clinical/billing requirements into software configurations • Process Optimization & Scaling: Continuously refine implementation frameworks, establish technical onboarding best practices, and collaborate cross-functionally with Sales, Product, Engineering, and Client Success • Team Leadership & Development: As the company grows, you will have the opportunity to build, manage, and coach a team of implementation and support professionals to scale our onboarding capabilities Requirements • Experienced Lead: 8+ years of hands-on experience leading complex, highly technical software onboardings and implementations in a client-facing role. Experience managing implementation specialists • Technically Fluent: Strong technical aptitude with deep experience in data transmission methods and system integrations. You are comfortable navigating complex technical configurations and troubleshooting data pipelines • Scrappy & Adaptive: You thrive in ambiguity and are skilled at navigating undefined processes, driving clarity, process, and alignment. You are comfortable taking full accountability for both technical execution and project management without needing a separate PM or technical support engineer assigned to the account • Analytical & Detail-Oriented: Exceptional skill in auditing client placement files, return data, and platform configurations to ensure clean go-lives and early ROI realization • Strong Communicator: Ability to clearly convey complex technical concepts to both technical and non-technical stakeholders, ensuring alignment and seamless collaboration across diverse teams • Results & ROI Oriented: You are relentlessly focused on outcomes, driving toward 30-90 day implementation timelines and ensuring clients realize positive ROI within 30 days of contract execution • Preferred Qualifications: Background in Healthcare Revenue Cycle Management (RCM) and proven success managing large-scale implementations within complex healthcare environments or EHR platforms (e.g., Epic, Cerner) are preferred but not required Benefits • Impact: Your work directly helps patients access care and enables health systems to recover critical revenue • Autonomy & Influence: High ownership over the onboarding architecture with the ability to shape how maxRTE scales • Competitive Compensation & Benefits: Market-competitive salary, performance bonus, medical/dental/vision coverage, 401(k) matching, and unlimited PTO • Culture: Bi-annual in-person offsites, remote work flexibility, and a collaborative environment with really awesome smart people that values continuous learning and execution