Senior Director, Customer Success

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R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation, and workflow orchestration.

As our Senior Director, Customer Success , you will help --ensure operational excellence and foster long-term client partnerships with community-based health systems and rural hospitals. Every day you will coordinate with operations and lead a high-performing Customer Success team to drive customer satisfaction. To thrive in this role, you must have a strong understanding of the challenges faced by rural providers and a passion for enabling value through exceptional client service.

Here’s what you will experience working as a Senior Director, Customer Success:

• Define and execute a strategic vision for customer success tailored to small and rural healthcare providers.
• Cultivate trust and loyalty with hospital executives and administrative teams through a relationship-based client engagement approach.
• Lead and scale the Customer Success team, ensuring performance aligns with client goals.
• Develop client success playbooks, lifecycle engagement models, and account plans for small and community hospitals.
• Own the NPS program, including survey management, analysis, and communication of results.
• Collaborate cross-functionally to resolve root cause issues affecting client satisfaction and manage strategic relationships.
• Ensure client delivery aligns with contract terms, overseeing renewals, modifications, and risk mitigation.
• Coordinate with delivery and operations leaders to meet service expectations and provide actionable client insights for performance improvement.
  
  

Required Skills

• Healthcare revenue cycle management operations experience in client success, account management, or client services
• Strong understanding of the operational and financial challenges faced by rural hospitals and critical access providers
• Demonstrated success leading a client-facing team, improving client satisfaction, retention, and account growth in healthcare settings
• Executive communication skills and the ability to build trust at the C-suite level
• Bachelor’s degree, MBA or MHA preferred, or equivalent revenue cycle and customer success experience
  
  

For this US-based position, the base pay range is $125,572.97 - $218,451.48 per year . Individual pay is determined by role, level, location, job-related skills, experience, and relevant education or training.

This job is eligible to participate in our annual bonus plan at a target of 25.00%

The healthcare system is always evolving — and it’s up to us to use our shared expertise to find new solutions that can keep up. On our growing team you’ll find the opportunity to constantly learn, collaborate across groups and explore new paths for your career.

Our associates are given the chance to contribute, think boldly and create meaningful work that makes a difference in the communities we serve around the world. We go beyond expectations in everything we do. Not only does that drive customer success and improve patient care, but that same enthusiasm is applied to giving back to the community and taking care of our team — including offering a competitive benefits package. (http://go.r1rcm.com/benefits)

R1 RCM Inc. (“the Company”) is dedicated to the fundamentals of equal employment opportunity. The Company’s employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status or any other characteristic protected by federal, state or local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.

If you have a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at 312-496-7709 for assistance.

CA PRIVACY NOTICE: California resident job applicants can learn more about their privacy rights California Consent (https://f.hubspotusercontent20.net/hubfs/4941928/California%20Consent%20Notice.pdf)

To learn more, visit: R1RCM.com

Visit us on Facebook (https://www.facebook.com/R1RCM)

R1 is the leading provider of technology-driven solutions that transform the patient experience and financial performance of hospitals, health systems and medical groups. We are the one company that combines the deep expertise of a global workforce of revenue cycle professionals with the industry’s most advanced technology platform, encompassing sophisticated analytics, AI, intelligent automation and workflow orchestration.

Headquartered near Salt Lake City, Utah, R1 employs over 29,000 people globally.

If you have questions about this posting, please contact [email protected]