Title: Director of Customer Success/Founding Customer Success Manager

Location: Hybrid, NYC

Reporting Structure: This role reports to the Chief Operating Officer

Company Description:

Radix Health protects patients from surprise healthcare bills and fights for fair insurance payments to healthcare providers.

Specifically, we leverage the No Surprises Act's Independent Dispute Resolution (IDR) process to quickly and efficiently boost out-of-network reimbursement for providers at scale.

We are a fast-paced healthcare startup, unlocking a seamless and transparent way for providers to embrace the new out-of-network reimbursement landscape.

Radix is led by ambitious co-founders with diverse prior experience, spanning from healthcare services investment banking/private equity to product management in high-growth tech.

We’re an early-stage startup and have quickly become a leading solution in our space. Our Seed Round investors include Afore Capital, Red Bike Capital, and Bain Capital Ventures.

Role Overview:

The Director of Customer Success will ensure their clients thrive and realize maximum value from the solution. In this role, you will be instrumental in building deep relationships with healthcare providers, driving adoption, and acting as a trusted partner to ensure client satisfaction and retention. This role is a player coach as you will also work to build out and manage a customer success team.

What You’ll Do:

• Manage and grow an enterprise book of business of healthcare provider clients, building trust and delivering strategic guidance to C-suite executives.

• Lead clients through onboarding and implementation, ensuring project milestones are met on time and within scope.

• Partner across Sales, Product, Engineering, and Operations to align internal teams on customer goals and support the delivery of scalable solutions.

• Create and maintain scalable Customer Success processes, including onboarding flows, CS playbooks, and implementation plans that can be used across clients.

• Proactively monitor client health including defining CS KPIs; identify risks and resolve challenges quickly.

• Build and manage a customer success team from the ground up.

• Advocate for customer needs by channeling feedback to product and engineering, contributing to the continuous improvement of our offering.

• Embrace a builder mindset—taking initiative, solving ambiguous problems, and contributing to a high-growth startup environment.

What We’re Looking For:

• 6–8+ years in Customer Success or Account Management roles, preferably in healthcare or health tech; revenue cycle management (RCM) exposure is a strong plus.

• Strong relationship management skills with a proven ability to partner with enterprise customers and executive stakeholders.

• Experienced in project management with a successful track record of leading implementations and ensuring operational excellence.

• Adept at designing Customer Success processes and playbooks from scratch that deliver consistent value and support long-term customer success.

• Establish and grow the Customer Success team including hiring and developing talent.

• Comfortable analyzing customer health metrics and using data to guide customer conversations and internal decisions.

• Thrives in fast-paced, ambiguous environments and can operate with minimal direction to drive outcomes.

• Prior experience at an early-stage startup and a passion for building customer programs in a dynamic, evolving setting.

Why Join Radix?

• Autonomy, context and support to own your workstream and make a big impact on our product.

• Work directly with a collaborative, fast-moving engineering team that values product-focused thinking.

• Competitive compensation and equity package for a seed stage startup.

• A chance to build something meaningful in healthcare tech.