Senior Director, Enterprise Customer Success - 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 and Impact

Redox is looking for a Sr. Director of Enterprise Customer Success to own the health, growth, and retention of our most strategic accounts. This leader will manage a team of 6 Strategic Client Executives (SCEs) responsible for our highest-ARR, highest-complexity relationships across Redox's five core markets — Payer, Provider, EHR, Enterprise Vendor, and Life Sciences — the accounts where Redox's platform is most deeply embedded in a customer's clinical, operational, or product workflows.

Each of these markets brings distinct stakeholders, use cases, and success criteria, so this leader needs to flex account strategy across a genuinely diverse enterprise portfolio rather than a single vertical playbook.

This is a player-coach role for someone who has run enterprise relationships themselves and now wants to build and scale the team and playbook behind them. You'll be accountable for net revenue retention, expansion pipeline, and executive-level relationship health across the Strategic tier, while partnering closely with Sales, Product, and Support to make sure our biggest customers get outsized value from the platform.

Impact on Team

• We make room for everyone to be heard, regardless of level. We work openly, normalize not knowing things, and treat learning out loud as a feature, not a liability.
• 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 be building the outreach cadence, prioritization approach, and relationship-tracking process as you go.

Job Responsibilities

• Lead the Strategic CS team: Hire, coach, and manage 6 Strategic Client Executives; set individual account strategies, quotas/targets, and career development plans.
• Own Strategic-tier outcomes: Drive net revenue retention, gross retention, and expansion revenue across the Strategic segment.
• Build the enterprise playbook: Develop repeatable frameworks for executive business reviews, account planning, risk escalation, and expansion motions tailored to complex, multi-stakeholder healthcare accounts.
• Manage escalations and risk: Serve as the executive point of contact for at-risk Strategic accounts; partner with Support and Engineering to resolve critical issues and rebuild trust where needed.
• Represent the customer internally: Be the voice of Strategic accounts in roadmap and prioritization conversations with Product.
• Partner cross-functionally: Work closely with Sales on renewal/expansion strategy and account transitions, and with Marketing on referenceability, case studies, and advocacy.

Required Skills & Experience

• 8+ years in Customer Success, Account Management, or a related revenue role, with 3+ years managing a team of enterprise-facing CS or AM professionals.
• Experience owning relationships with large, complex, multi-stakeholder accounts — healthcare, health tech, or another regulated/technical B2B environment strongly preferred.
• Ability to operate credibly across multiple market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences).
• A track record of hitting or exceeding net revenue retention and expansion targets for a strategic/enterprise book of business.
• Strong executive presence — comfortable running business reviews and escalation conversations with C-suite and VP-level customer stakeholders.
• Experience building or scaling CS processes (segmentation, playbooks, health scoring, escalation frameworks).
• AI proficiency using tools like Claude (or similar) to streamline account planning and cross-functional reporting.

Nice to Have

• Familiarity with healthcare interoperability, EHR ecosystems, HL7/FHIR, or health data exchange.
• Experience in a platform/API business where technical depth matters to the customer relationship.