Director of Customer Success

About Our Company:
At Infinx, we're a fast-growing company focused on delivering innovative technology solutions to meet our clients' needs. We partner with healthcare providers to leverage automation and intelligence, overcoming revenue cycle challenges and improving reimbursements for patient care. Our clients include physician groups, hospitals, pharmacies, and dental groups.
We're looking for experienced associates and partners with expertise in areas that align with our clients' needs. We value individuals who are passionate about helping others, solving challenges, and improving patient care while maximizing revenue. Diversity and inclusivity are central to our values, fostering a workplace where everyone feels valued and heard.

A 2025 Great Place to Work®

In 2025, Infinx was certified as a Great Place to Work® in both the U.S. and India, underscoring our commitment to fostering a high-trust, high-performance workplace culture. This marks the fourth consecutive year that Infinx India has achieved certification and the first time the company has earned recognition in the U.S.

• Own the customer success experience relationship with customers at various stages of their lifecycle post-close, including onboarding, implementation, launch, post-launch, adoption, and expansion.
• Manage the relationship with key, strategic, enterprise accounts.
• Engage with Product and Engineering teams to incorporate and prioritize customer feedback and inform the roadmap.
• Collaborate with operational leaders to maximize customer results and reduce client escalations.
• Develop account plans for customers with customer-specific goals and be proactively seeking for upsell and cross sell opportunities.
• Work in partnership with marketing to identify and amplify the narrative of customer success stories.
• Own the onboarding project schedules, including requirements analysis and priority negotiation. Be able to ensure project performance using appropriate tools and resources and perform risk management to minimize project risk.
• Manage cross-functional team meetings with customers and internal teams, with a high level of detail, effective communication, and analytical skills.
• Work with technology partners to deliver integrations with specific EMR/EHR/RIS/LIS and other healthcare platforms.
• Exhibit and explain the Infinx value to each client in a dollars and cents mentality over a productions and SLA adherence mentality.

• 10+ years of work experience in a customer-facing and/or client services role that requires deep product knowledge.
• You have a proven track record of identifying new opportunities at existing client base.
• You have a high competency in communicating complex technical issues to both technical and non-technical audiences via email or phone.
• You're an action-oriented and organized self-starter who is good at multitasking, prioritizing effectively across a wide variety of tasks, and evaluating situational urgency.
• You have strong customer empathy and build strong, trusted relationships with technical customers, and dive deeply into their requests to understand their underlying needs.
• You have a track record of structured, analytics-driven problem solving across the revenue cycle including work in at least 2 of the following patient access, coding, AR recovery, denials management, charge capture bad debt or prior authorization.
• You enjoy coordinating and collaborating with internal stakeholders to meet business goals.
• You have a growth mindset - you enjoy learning, are comfortable with ambiguity, can be flexible in your thinking and are excited to be a great teammate!
• Strong interpersonal skills, particularly, prior experience building trust in executive relationships, employing indirect influence cross functionally, and a clear communication style.
• You have excellent written and verbal communication skills as well as excellent Microsoft office skills including Excel, Word, Power Point.

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.