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Redox is building a new customer success function dedicated to provider systems (hospitals and health systems) connected to its healthcare data interoperability network. This is a high-ownership, high-ambiguity individual contributor role that will define how Redox engages with provider organizations from the ground up.
You will own and maintain relationships with an initial patch of provider systems, starting with the top 25 health systems and/or all Epic-based customers on the Redox network. Your primary contacts will be hospital IT and integration teams who manage the Redox connection day to day. Success means keeping providers engaged, informed of new Redox capabilities, willing to serve as references, and generating fast-pass introductions when existing Redox customers want to sell into those provider systems.
Key responsibilities include:
- Owning relationships with assigned provider systems and serving as the primary point of contact for hospital IT and integration stakeholders
- Building and tracking referenceability across your patch, keeping providers informed of new features and capabilities
- Generating fast-pass introductions between Redox customers and provider systems you manage
- Identifying and surfacing signal for direct commercial relationships between Redox and provider systems
- Defining and refining the initial outreach cadence and relationship-management process (no established playbook exists)
- Tracking and reporting on engagement, referenceability status, and lead signal to validate ROI during the 6-month pilot
- Partnering cross-functionally with Customer Success, Sales, and Product teams
Redox processes over 1.2 billion messages per month across its network of 12,000+ connected systems and organizations. The company operates as a fully remote, U.S.-based team with radical transparency and a strong bias toward ownership. There is no existing playbook for this role; you will build the outreach cadence, prioritization approach, and relationship-tracking process as you go.
REQUIREMENTS:
- 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 (not solely commercial or clinical buyers)
- 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 (dozens to hundreds of provider systems) autonomously, without a supporting team
- Excellent written and verbal communication skills, with ability to report clearly on engagement, referenceability, and pipeline signal
- Proficiency with modern customer success and CRM tooling (Vitally, Salesforce, Zendesk, Gong, workflow automation tools like Zapier strongly preferred)
- Comfortable operating in a remote, asynchronous organizational culture
- Strong AI proficiency strongly preferred; comfortable using AI tools (e.g., Claude) to accelerate account research, call prep, follow-up drafting, and reporting
NICE TO HAVE:
- Familiarity with health data exchange frameworks and standards (Carequality, TEFCA, HL7/FHIR)
- Experience building a net-new function or team within a growth-stage company
- Familiarity with CRM or Customer Success tooling for relationship and pipeline tracking
