Customer Success Director

Customer Success Director

In Office Every Thursday in Elmhurst, IL Required

About Us

Come join MedSpeed to help us deliver health! MedSpeed is a healthcare logistics company that partners with healthcare organizations throughout your communities to transport a wide range of medical supplies, specimens, and materials. At Medspeed we work as a team, keep our promises and strive to get better every day. We are looking for individuals who believe in and represent those values.

Today, we have launch locations in over 30 states but still have kept that small business, entrepreneurial feel and remain committed to the same culture established day 1!

Our people are at the heart of what we do and how we support our customers.

Why become a MedSpeeder? Take a look at what MedSpeed offers:

Medical, Dental, Vision and Flexible Spending Account -- We provide plans to help you and your family care for your whole self.

401(K) with Company Match -- Helping you make sound financial decisions today and for the future.

Paid Time Off -- We value well-being and encourage work life balance.

Opportunities for Career Advancement – We encourage internal growth!

Training Provided – We provide thorough training for our roles at Medspeed!

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.

What you will be doing as a Customer Success Director at MedSpeed:

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

What you need to become a MedSpeed Customer Success Director:

Experience and Education Requirements

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.

Compensation Statement

The salary range is $140,000 - $150,000 annually and dependent on several variables including but not limited to education, experience, skills, and geography. In addition, MedSpeed offers a discretionary bonus program which is based on a number of factors, including individual and company performance.

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