Director of Customer Success

Who is DexCare?

DexCare optimizes time in healthcare, streamlining patient access, reducing waits, and enhancing overall experiences. Born within Providence, DexCare addresses tech gaps by aligning supply and demand, recently securing a $75 million Series C funding round led by ICONIQ Growth, alongside partners like MGB, Kaiser Permanente Ventures, and others, to modernize healthcare infrastructures for an inclusive ecosystem.  

What is DexCare?

DexCare, a digital care orchestration platform, streamlines care delivery logistics. It empowers healthcare systems to predict constraints and precisely schedule services, optimize capacity, and cuts operational costs. Currently serving 57 million patients, including Kaiser Permanente and Providence, DexCare ushers in a new era of digital-care access, ensuring health systems can efficiently track and deliver every hour of capacity for consumer ease. 

For more information, visit www.dexcare.com or follow us on LinkedIn. 

DexCare is seeking an experienced Director of Customer Success with a passion for ensuring customers derive maximum value and utilization from our technology and services such that they renew, expand, and become fierce advocates for DexCare in the market. This person will own and manage executive relationships across our strategic customers, lead and manage a growing Customer Success team, and influence future lifetime value through expanded product adoption, customer satisfaction, and overall customer health scores. The Director of Customer Success drives focus and excellence across various onboarding and post-live functions with our customers. 

• Drive customer loyalty, ensure our customers are satisfied and realizing measurable value from our products, support, and services 
• Direct the creation and implementation of customer-specific success plans across our entire customer base 
• Partner with Commercial Sales, Engineering, and Product Management to drive overall customer satisfaction 
• Direct the development and execution of business plans that achieve our retention, growth, margin, and budget objectives 
• Act as a customer advocate within the organization, identifying future software requirements, industry trends, and opportunities to make product recommendations and feed Voice of Customer 
• Select, manage, coach, and motivate customer-facing leaders to build relationships and drive improved operational results for our customers 
• Develop a team of Customer Success Managers who deeply understand our customers’ objectives and become trusted right-hand advisors 

• 10+ years of progressive management experience leading customer success, account management, or professional services teams, with significant time spent in a SaaS or subscription enterprise software company 
• Comfortable diving in and cultivating product knowledge needed to expertly operate Customer Success functions 
• Proven experience leading customer teams and leveraging customer success best practices 
• Demonstrated ability to develop strategies, translate them into initiatives, and track successful delivery with a bias towards action 
• Possess a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams 
• Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning 
• Ability to be flexible and agile in responding to evolving business priorities and comfort in dealing with ambiguity 
• Excel at customer executive relationship management within the healthcare industry 
• Have deep knowledge of the US healthcare industry and its operations 
• Earned a bachelor's in business or related field 

DexCare is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. DexCare does not exclude people or treat them differently because of race, color, national origin, age, disability, or sex. DexCare provides reasonable accommodation to all applicants who require such accommodation to apply for the position or to perform the essential functions of the job.