Director, Customer Success at ELLKAY, LLC

, , United States -

Full Time

Start Date

Immediate

Expiry Date

10 Jun, 26

Salary

0.0

Posted On

12 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Strategic Account Management, Client Services, Healthcare Technology, Interoperability, SaaS, HL7, FHIR, APIs, EMR Integrations, ARR Growth, Executive Relationship Management, Renewal Management, Customer Health Metrics, Escalation Management, Cross-Functional Leadership

Industry

Software Development

Description

ELLKAY started out providing connectivity solutions to laboratories and within a few years, grew to also provide data management solutions to ambulatory organizations. ELLKAY is now a trusted data management partner in five healthcare segments. ELLKAY’s solutions continue to serve laboratories and ambulatory practices and have expanded to empower hospitals and health systems, healthcare IT vendors, ambulatory practices, health plans, and other healthcare organizations with cutting-edge technologies and solutions that drive their growth and interoperability strategies. Today, ELLKAY remains true to our core values, building strong partner relationships and offering unparalleled service and support while providing innovative, scalable solutions to the challenges our customers face in today’s data-rich world. ELLKAY's experience, customer-focused approach, and reputation for innovation, speed, and accuracy differentiate ELLKAY as a premier partner for your interoperability needs and data management strategy. Job Description: The Director of Customer Success at ELLKAY is responsible for ensuring customers realize measurable value from ELLKAY’s interoperability solutions while driving long-term client retention, expansion, and satisfaction. This role will lead strategic account management initiatives focused on growing Annual Recurring Revenue (ARR), managing renewals, strengthening executive relationships, and ensuring customers successfully adopt and expand ELLKAY’s interoperability platform. The Director of Customer Success will act as the primary advocate for customers internally, working cross-functionally with Sales, Product, Delivery, and Leadership to ensure seamless implementation, proactive engagement, and resolution of client challenges. This role is critical to maintaining ELLKAY’s reputation as a trusted interoperability partner supporting healthcare organizations, digital health vendors, and health systems. Essential Duties & Responsibilities: CLIENT RELATIONSHIP MANAGEMENT * Own and manage strategic relationships with ELLKAY customers, serving as the executive point of contact for key accounts. * Conduct regular client check-ins and strategic business reviews to ensure customers are achieving their interoperability goals. * Lead Quarterly Business Reviews (QBRs) with clients to review performance metrics, adoption, roadmap updates, and expansion opportunities. * Build trusted relationships with executive stakeholders including CIOs, CTOs, Product Leaders, and Integration teams. ACCOUNT GROWTH & REVENUE EXPANSION * Identify opportunities to expand customer accounts and increase ARR through additional integrations, API usage, and new interoperability services. * Partner closely with Sales and Strategic Partnerships teams to identify upsell and cross-sell opportunities within existing accounts. * Develop account growth strategies to drive long-term revenue expansion across the customer portfolio. * Ensure customers understand and adopt additional ELLKAY capabilities that support their scaling needs. CUSTOMER RETENTION & RENEWALS * Own the customer renewal process and ensure contracts are renewed successfully. * Develop proactive retention strategies to ensure clients continue their long-term partnership with ELLKAY. * Monitor customer health metrics and identify early indicators of churn risk. * Implement engagement strategies that strengthen long-term customer loyalty. STRATEGIC CUSTOMER SUCCESS PLANNING * Develop and execute customer success strategies that align with ELLKAY’s overall business goals. * Create success plans with customers to track progress against integration goals and measurable outcomes. * Ensure clients are maximizing the value of ELLKAY’s interoperability platform. ESCALATION MANAGEMENT * Act as the primary escalation point for customers, ensuring issues are addressed quickly and effectively. * Work closely with Delivery, Product, and Engineering teams to resolve client challenges and maintain customer satisfaction. * Communicate transparently with clients regarding timelines, solutions, and next steps. CROSS-FUNCTIONAL LEADERSHIP * Partner with internal teams including: * Sales * Solution Engineering * Product * Implementation & Delivery * Support * Executive Leadership * Advocate for customer needs internally and help influence product roadmap improvements based on client feedback. * Collaborate with leadership to improve processes that enhance the customer lifecycle. CUSTOMER ADVOCACY & MARKET INSIGHTS * Capture customer feedback and provide insights to product and leadership teams. * Identify trends in the healthcare interoperability market that impact customer needs. * Help position ELLKAY as a strategic partner by demonstrating measurable value to clients. Qualifications: REQUIRED * 7–10+ years of experience in Customer Success, Strategic Account Management, or Client Services * Experience in healthcare technology, interoperability, health IT, or SaaS * Strong understanding of healthcare data exchange (HL7, FHIR, APIs, EMR integrations) * Proven track record of growing accounts and driving ARR expansion * Experience managing enterprise healthcare customers * Strong executive communication and relationship management skills PREFERRED * Experience working with digital health vendors, EMR companies, or health systems * Background in interoperability solutions or healthcare data platforms * Experience leading QBRs and executive-level presentations * Experience managing complex integration or implementation projects Benefits: ELLKAY offers a comprehensive and competitive benefit package that starts day one! Including: * Medical, Dental, and Vision benefits * Employer-paid Life and LTD * 401k w/ matching – once eligibility is met * Work/life balance * Paid Volunteer Program * Flexible working hours * Generous FTO * Remote work options * Employee Discounts * Parental Leave Our awesome culture includes: * Working with talented, collaborative, and friendly people who love what they do * Professional growth within * Innovation environment * On site in HQ Free daily lunches Additional information At ELLKAY, we are committed to operating as a hybrid workplace, offering employees flexibility in how they structure their time between in-office and remote work. We recognize the significance of fostering connections, collaboration, and creativity within our office culture and its positive impact on our business. Our philosophy of operating as a hybrid workplace underscores our dedication to enabling employees to tailor work-life balance to their individual preferences. For those who do not live within 40 miles of one of our offices, we are open to considering remote work for candidates whose skills and experience strongly align with the role. While we prioritize a hybrid work environment for most roles, we understand the importance of flexibility and are open to remote work for specific positions and specialized skill sets. For more information on our company, visit www.ELLKAY.com. ELLKAY LLC is a Smoke-Free Workplace. ELLKAY, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Responsibilities

This role is responsible for ensuring customers achieve measurable value from ELLKAY’s interoperability solutions, focusing on driving long-term client retention, expansion, and satisfaction by leading strategic account management initiatives. The Director will act as the primary internal customer advocate, collaborating cross-functionally with Sales, Product, and Delivery teams to ensure seamless implementation and proactive issue resolution.