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Director, Strategic Customer Success

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Director, Strategic Customer Success


At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview

As the Senior Manager/Director, Strategic Customer Success at Rectangle Health, you will be responsible for creating, building, and managing a team of account managers across our Strategic and Major segments of customers.  You will be focused on building a high performing team of CSMs who drive the customer journey and focus on product adoption, increased usage, reduction in attrition and increased cross sell opportunities. The ideal candidate will have a history of showing strong leadership, negotiating contracts, and understanding of a data driven approach. The successful leader will work with the VP to create standards, define processes, measure KPIs, and ensure that all team documentation is updated on an ongoing basis.  There is an expectation that you understand the top customers and build relationships with senior leaders there as well as motivate a growing team to create a world-class customer experience. 

This individual will be eager to take on responsibility and teach/develop/inspire new skills within the team - while setting standards for scalable processes that drive success and expansion within this portfolio. They will enjoy working in a fast-paced, entrepreneurial and agile organization while creating an exciting, fun, teamwork-oriented environment. Most importantly, this individual must be passionate about developing strong relationships with both internal and external customers. We are looking for those who want to grow with Rectangle Health and are in this for the long term. 

For Full-Time Employees we offer:

  • Competitive health, dental, and vision benefits
  • Guardian Hospital Indemnity coverage
  • Life & LTD
  • 401(k) matching up to 3%

Primary Job Duties

Customer Facing - You will interact with customers on a regular basis, sometimes daily, other times weekly/bi-weekly. Common touchpoints occur when qualifying potential opportunities, at project kickoff, and throughout the customer lifecycle.   

Your duties will include: 

  • Secure revenue on the Strategic/Major assigned account base through contract negotiation and risk mitigation 
  • Lead and continually develop a growing team of Strategic/Major Customer Success Managers: 
  • Team & Individual Development – Maximize team performance through an effective team approach that increases productivity and job satisfaction 
  • Recruiting top level talent to expand and complement existing team  
  • Focus on product expansion and product adoption to add value to customer base 
  • Manage escalations, executive relationships, and partner relationships as required 
  • Identify sales, product or support challenges and effectively quantify and communicate business needs to help improve overall customer satisfaction. 
  • Maintain and enhance exceptional relationships with enterprise sales, enterprise support, marketing, pre-sales engineering, product, and developers. 
  • Balance demands of sales team, your team, executive leadership, partner expectations, and other stakeholders that impact employee engagement and customer outcomes 
  • Required Travel – up to 30% travel to customer sites, customer conferences, and other related events. 

Minimum Qualifications:

  • Bachelor’s degree in a business related field preferred, MBA a plus.
  • 3+ years of experience managing people, including proven mentoring and leadership skills
  • Must have SaaS revenue leadership experience; payment/merchant processing experience preferred
  • Extensive customer facing experience
  • Demonstrated professional growth and the proven ability to work cross-functionally
  • Success in decreasing churn/ increasing upsell in previous roles
  • Outstanding verbal and written communication skills to audiences of all levels 

About Us:

A leader in innovative healthcare technology for over 30 years, Rectangle Health is a trusted partner to more than 40,000 healthcare providers.  The company’s comprehensive platform, Practice Management Bridge®, streamlines daily business operations including communications and engagement, payments and reimbursements, and office compliance.  Customers of all sizes, in all sectors of healthcare, rely on Rectangle Health’s easy-to-use and scalable software to deliver a measurable increase in productivity and profitability, while improving patient experience.

Salary Range

$160,000 - $180,000 USD

View our CCPA disclosure notice here

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