SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Redox is a healthcare interoperability platform that connects 12,000+ systems and organizations, processing over 1.2 billion messages monthly across health tech vendors, providers, payers, EHRs, and life sciences customers.
You will lead Redox's Strategic Customer Success function, managing a team of 6 Strategic Client Executives responsible for the company's largest, most complex accounts. This is a greenfield leadership role where you'll build the enterprise CS playbook from the ground up, defining account strategies, executive business review cadences, risk escalation frameworks, and expansion motions tailored to multi-stakeholder healthcare organizations.
Key responsibilities include:
- Hiring, coaching, and managing the Strategic CS team; setting individual account strategies, quotas, and career development plans
- Owning net revenue retention, gross retention, and expansion revenue outcomes for the Strategic segment
- Developing repeatable frameworks for executive business reviews, account planning, risk escalation, and expansion across complex accounts
- Serving as the executive point of contact for at-risk Strategic accounts; partnering with Support and Engineering to resolve critical issues
- Representing customer needs internally in roadmap and prioritization conversations with Product; surfacing patterns that should inform platform investment
- Collaborating cross-functionally with Sales on renewal/expansion strategy and with Marketing on reference-ability and advocacy
The role emphasizes building relationships you own end-to-end, from first outreach through validated, referenceable partnerships. You'll operate with significant autonomy to define scope, prioritize your patch, and see work through. The team defaults to async communication, public documentation, and learning out loud. You'll be expected to bring real perspective on what's working and what isn't, and to bring recommendations rather than waiting for direction.
Success is measured by engagement, referenceability, and leads—not process adherence. You'll need to operate credibly across multiple market segments (Payer, Provider, EHR, Enterprise Vendor, Life Sciences), each with distinct buyers and success metrics.
REQUIREMENTS:
- 8+ years in Customer Success, Account Management, or 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 and adapt account strategy to each segment's distinct buyers and success metrics
- 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) rather than just operating within an existing one
- Excellent cross-functional collaboration skills; able to work fluidly with Sales, Product, Support, and executive leadership
- Comfort operating with ambiguity in a fast-moving, scaling organization
- AI proficiency using tools like Claude (or similar) to streamline account planning, business reviews, and cross-functional reporting, with interest in scaling those practices across the CS team
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
