Director, Customer Success (Connection Networks) - Redox

Redox is on a mission to accelerate healthcare’s transformation with useful data. Redox Engine, a flexible interoperability platform, connects and powers real-time healthcare data exchange. With just one connection, data can be orchestrated across a growing network of 12,000+ systems and organizations, including 100+ electronic health record systems (EHRs). Redox processes over 1.2 billion messages per month across our health tech vendor, provider, payer, EHR, and life sciences customers.

Opportunity & Impact

We are seeking a Customer Success Director, Provider Networks to build a relationship function that does not exist at Redox today: dedicated coverage of the provider systems (hospitals and health systems) connected to our network. Redox largely sells to companies that resell our infrastructure to their own customers — we have strong coverage against those direct customers, but none against our customer’s customer, the provider systems actually running on our network.

This is a high-ownership, high-ambiguity IC role. You will define how Redox engages provider systems from the ground up: who to prioritize, how to build trust with hospital IT and integration teams, and how to turn relationships into referenceability, faster customer introductions, and eventually a path to direct commercial relationships with providers themselves.

You will start with a deliberately narrowed patch, our top 25 health systems and/or all Epic-based customers on the network. Success means providers stay engaged, informed of new Redox capabilities, and willing to serve as references or fast-pass introductions for Redox customers selling into them. If the pilot proves out, this role is the foundation for a full team, with a leader hired to scale it.

Impact on Team

• We default to public Slack channels over DMs, document our thinking in writing, and work async whenever possible.
• There is no existing playbook for this role; you will build the outreach cadence, prioritization approach, and relationship-tracking process as you go.
• You’ll have latitude to define scope, prioritize your own patch, and see the work through from first outreach to a validated, referenceable relationship.

Job Responsibilities

• Own and maintain relationships with an initial patch of provider systems on the Redox network, starting with the top 25 health systems and/or all Epic-based customers.
• Serve as the primary point of contact for assigned provider systems, engaging largely with hospital IT and integration teams.
• Build and track referenceability across your patch, keeping provider systems informed of new Redox features and capabilities.
• Generate fast-pass introductions to accelerate connections between Redox customers and provider systems.
• Identify and surface signal for direct commercial relationships between Redox and provider systems over time.
• Define and refine the initial outreach cadence and relationship-management process.
• Track and report on engagement, referenceability status, and lead signal to validate ROI during the initial 6-month pilot.
• Partner cross-functionally with Customer Success, Sales, and Product.

Required Skills & Experience

• Proven experience in Customer Success, Account Management, or Provider/Client Relations within health tech, healthcare interoperability, or health data companies.
• Direct experience engaging hospital or health system IT and integration stakeholders.
• Comfort operating with high ambiguity and no established playbook.
• Working knowledge of the health data exchange ecosystem, including HIPAA-relevant considerations.
• Strong track record of building trust-based relationships with technical and operational stakeholders at hospitals and health systems.
• Ability to manage and prioritize a large book of relationships autonomously.
• Excellent written and verbal communication skills.
• Proficiency with modern customer success and CRM tooling (e.g., Vitally, Salesforce, Zendesk, Gong, Zapier).
• Comfortable operating in a remote, asynchronous organizational culture.
• Strong AI proficiency strongly preferred (e.g., Claude) to accelerate account research, call prep, and follow-up drafting.