About this role
Customer Success Director
In Office Every Thursday in Elmhurst, IL Required
The strategic and results-driven Customer Success Director will lead efforts in customer renewal, revenue retention, and contract management within the healthcare services sector. This role is critical in ensuring long-term customer satisfaction, optimizing contract performance, and driving revenue growth through renewals and expansion. The ideal candidate has experience managing complex B2B healthcare accounts, navigating contract negotiations, and collaborating with internal and external stakeholders.
- Develop and execute customer retention strategies to maximize renewal rates and ensure long-term partnerships.
- Proactively engage with key healthcare clients to monitor contract performance, resolve issues, and ensure successful service delivery.
- Identify risks to renewal early by analyzing customer health metrics, contract compliance, and service utilization trends.
- Lead and track progress on renewal process, working across teams
- Oversee contract management processes, ensuring alignment with service-level agreements (SLAs), compliance requirements, and customer expectations.
- Collaborate with internal teams (operations, finance, legal, IT, and implementation) to lead and ensure seamless contract execution and service delivery.
- Development and maintenance of contracting process and repository system
- Maintenance of contract standards (clause library, SLAs, etc.).
- Lead project management efforts related to contracting, renewals, and process improvements, ensuring deadlines and deliverables are met.
- Lead administrative aspects of customer contracting ensuring all reviews, final signatures, appropriate storage
- Oversee contract compliance (commitments on performance, savings achievement)
- Facilitate price adjustment process and administration
- Identify and execute opportunities for cross-selling and service expansion within existing healthcare accounts.
- Partner with Sales team to align on revenue growth strategies and renewal forecasting.
- Build and maintain trusted relationships with senior stakeholders within healthcare organizations
- Act as the voice of the customer, advocating for their needs internally and influencing process improvements and product enhancements.
- Serve as a key escalation point for contract-related issues, working to resolve challenges proactively
- Conduct regular business reviews with clients, highlighting ROI, service outcomes, and future collaboration opportunities
- Develop and optimize customer success frameworks and processes to improve scalability and efficiency
- Analytical savvy; ability to interpret and organized financial data in support of company and customer objectives
- Own key retention, revenue, and contract performance KPIs, tracking progress and implementing continuous improvement strategies
- 7+ years of experience in Customer Success, Account Management, Contract Management, or Operations Leadership preferably in B2B healthcare services.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Strong background in contract management, project management, and service delivery oversight.
- Proven track record of achieving high customer renewal rates and revenue retention in a complex relationships
- Deep understanding of healthcare operations and service delivery models
- Strong project management skills, with experience managing cross-functional teams in complex environments
- Excellent communication, negotiation, and executive relationship-building skills
- Experience with CRM and contract management platforms
- Data-driven mindset: ability to use customer health scores and contract performance data to drive decisions and forecast outcomes.
Our Commitment to You:
MedSpeed knows that doing meaningful work starts with being part of a company that values your well-being. That’s why, in addition to a collaborative and purpose-driven culture, we offer benefits that support your life both at work and beyond it. This includes medical, dental, and vision coverage; flexible spending accounts; paid time off to recharge; and a 401(k) to help you plan for the future.
Other facts
About MedSpeed
Healthcare is changing. Healthcare organizations are growing. Care continues to expand outside of the hospital walls. This provides more capacity to utilize scale to create healthcare companies that are better functioning, smarter organizations. Intra-company logistics - the enterprise-wide movement of physical materials, such as blood and specimens, pharmaceuticals and supplies - is the foundation of the healthcare supply chain. Healthcare organizations, especially those providing service to patients’ homes, need transportation to function. With 130+ locations in 29 states, MedSpeed is the market-leading organization that is changing the way the healthcare industry views transportation by leveraging it to help organizations integrate and operate more effectively.
What you'll do
- The Customer Success Director will lead customer renewal efforts, revenue retention, and contract management in the healthcare services sector. This role is essential for ensuring long-term customer satisfaction and driving revenue growth through renewals and expansion.
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