Director, Client Success

About Rialtic

Rialtic is an innovative enterprise software platform that enhances the capabilities of health insurers and healthcare providers, allowing them to manage their most crucial business operations efficiently.

Established in 2020, Rialtic is supported by prominent investors such as Socium Ventures by Cox Enterprises, Oak HC/FT, UPMC Enterprises, F-Prime Capital, Health Velocity Capital, and Noro-Moseley Partners. Our flagship payment accuracy solution centralizes previously outsourced functions, empowering health plans to take full command of their operational processes. We collaborate with leading healthcare insurers and providers, addressing a critical $1 trillion challenge to reduce expenses, boost efficiency, and elevate the quality of care. To learn more about how we're driving innovation in healthcare, visit us at www.rialtic.io.

Our Commitment

Rialtic champions diversity, believing our collective strength is harnessed through inclusivity. We encourage applications from individuals of all backgrounds, as part of our commitment to creating an environment where diverse perspectives are valued and nurtured.

We prioritize innovation, problem-solving, and the tangible value each team member brings to our mission. Here, you won’t find rigid career ladders or title inflation — instead, we focus on creating growth opportunities. To solve meaningful problems and make decisions that influence real change.

Job Summary:

We seek an experienced and dynamic Director of Client Success to ensure the highest client satisfaction, retention, and growth levels. As the Director of Client Success, you will develop and implement strategies that foster long-term relationships with our clients, maximize their value, and ensure they succeed with our products/services.

You will work cross-functionally with the Content, Client Experience, Sales, Product, and Engineering teams to continuously improve the client experience and ensure optimal outcomes for our clients.

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with key clients, acting as a trusted advisor. Serve as the escalation point for complex client issues, driving swift resolution and client satisfaction. Ultimately accountable for the success of the client. Client Value comes first.
• Client Satisfaction: Accountable for the client being an unambiguously positive reference for Rialtic in the marketplace.
• Client Retention & Growth: Focus on client retention, upsell opportunities, and long-term growth by understanding client needs and aligning our solutions to meet those needs. Drive initiatives to reduce churn and increase client lifetime value with Rialtic.
• Cross-Functional Collaboration: Work closely with Content, Client Experience, Sales, Product, and Engineering teams to ensure seamless onboarding, and ongoing client management. Share client feedback with internal teams to improve product offerings and services to provide our clientele with the most value to make payment integrity accessible.
• Process Improvement: Continuously assess and refine client success processes, tools, and systems to increase efficiency, client satisfaction, and scalability. Implement best practices and frameworks for client engagement.
• Metrics & Reporting: Track, analyze, and report on client success metrics, including retention rates, Net Promoter Scores (NPS), and other KPIs. Use data-driven insights to inform decision-making and optimize client strategies to upsell and hit revenue targets.
• Client Education & Enablement: Oversee the creation and delivery of client education programs, webinars, and resources to ensure clients are empowered to make the most of our solutions at Rialtic.

Qualifications:

• A bachelor's degree in business or healthcare or a related field, an MBA, or an advanced degree is preferred.
• 10-15 years of healthcare experience is preferred.
• 12+ years of experience in client success, account management, or related client-facing roles in healthcare.
• Proven experience leading and scaling client success teams, with a track record of driving client satisfaction, retention, and growth.
• Strong interpersonal and communication skills with the ability to build relationships with C-level executives.
• Analytical mindset with the ability to interpret data and make informed, strategic decisions.
• Experience with client success platforms (e.g., Gainsight, Salesforce) and CRM systems.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Client-focused with a passion for delivering exceptional client experiences in healthcare.

Benefits:

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and holidays.
• Professional development opportunities and continuous learning.

If you are a results-driven leader with a passion for client success and are ready to take your career to the next level, we encourage you to apply!

Rialtic Values

• High Integrity - Do the right thing. Provide candid feedback. Be humble and respectful.
• Client Value Comes First - Delivering value to clients is our North Star.
• Work as One Team - Collaborative, inclusive environment to advance our mission.
• Be Bold & Accountable - Speak up. Take accountability. Continually improve.
• Pursuit of Excellence - Innovate, iterate and chase the best possible outcomes.
• Take Care of Self & Others Prioritize health & well-being for yourself and teammates.

Benefits Include

We value the health, happiness, and continuous growth of our employees. Our comprehensive benefits package is designed to provide dynamic support across various aspects of our employees' lives, ensuring they can thrive both professionally and personally.

• Competitive Salary and Meaningful Equity.
• Comprehensive Health Plans covering medical, dental, and vision needs.
• Wellness Reimbursements for maintaining physical health.
• Access to top-tier mental health services.
• Flexible Vacation Policy with Flexible PTO.

For more details about our benefits or to discuss how we can accommodate your needs, please contact us at [email protected] for accommodations.

Salary Transparency

We are committed to equitable compensation and regularly review our salary ranges to ensure they reflect market standards and internal fairness.

Non-Discrimination Policy

Rialtic is dedicated to fostering a workplace where everyone is treated with respect and dignity. We do not discriminate on any basis protected by law.

Join Our Team

We'd love to hear from you if you’re passionate about using your skills to make a tangible impact in healthcare technology. Embrace the opportunity to grow professionally and personally in a company that values your well-being and professional development. Please contact us directly for more information or inquiries about our DEI practices.

Don’t meet every single requirement?

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.