Customer Success Leader-Northeast Region

About the Role

Impact you will make

The Regional Customer Success Leader plays a pivotal role in driving FinThrive's mission to transform healthcare revenue management through technology and partnership. This leader ensures that our customers realize measurable financial and operational outcomes while maintaining strong executive relationships across their portfolio. By coaching and empowering a high-performing team of Customer Success Directors, this role directly influences revenue retention, client growth, and customer satisfaction. Acting as a strategic connector between our clients and internal teams, the Regional Leader helps shape FinThrive's reputation as a trusted partner and accelerates our success in an evolving healthcare landscape.

Regional Customer Success Leader

What You Will Do

• Report to the SVP, Growth and lead a regional team of Customer Success Directors
• Coach, mentor, and develop Customer Success Directors to build a high-performance culture focused on proactive client engagement, strategic account planning, and measurable outcomes.
• Ensure execution of account strategies that drive revenue retention, client growth, NPS improvement, and achievement of customer success KPIs.
• Use data-driven insights to identify at-risk accounts, develop intervention plans, and align customer outcomes with FinThrive's strategic objectives.
• Partner cross-functionally with Sales, Product, Marketing, Implementation, Customer Support, IT, and Finance to ensure seamless customer experience and alignment on account strategy.
• Lead regular Executive Business Reviews (EBRs) and support escalation management to ensure client satisfaction and value realization.
• Drive adoption of FinThrive's full suite of revenue cycle technology solutions across your customer portfolio.
• Represent the voice of the customer internally and influence product roadmaps through structured feedback loops.
• Collaborate with leadership on forecasting, renewal planning, and upsell strategies to meet financial targets.
• Travel up to 50% to meet with customers, attend industry events, and strengthen executive relationships.

What You Will Bring

• 10+ years of experience in healthcare technology, revenue cycle management, or SaaS-based customer success.
• 5+ years of leadership experience managing and developing regional or national customer success teams.
• Proven success in revenue retention, growth, and client satisfaction within complex healthcare organizations.
• Strong executive presence and communication skills, with the ability to influence at all levels of the client organization.
• Experience in account strategy, KPI management, and operational execution.
• Demonstrated ability to collaborate across functions and drive cross-departmental alignment.
• Excellent analytical, problem-solving, and organizational skills with a data-first mindset.
• Proficiency with Salesforce, Gainsight, Gong and other CRM or customer success tools.
• Bachelor's degree required; MBA or advanced degree preferred.
• Travel required: up to 50%.

What We Would Like to See

• Prior experience with revenue cycle SAAS technology and service solutions
• Strong understanding of healthcare reimbursement, payer-provider workflows, and regulatory requirements.
• Demonstrated success driving NPS participation, EBR cadence, and customer engagement metrics.
• Commitment to FinThrive's core values - Customer Centric, Agile, Reliable, Engaged (CARE).

FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations.