Director of Customer Success
San Leandro, CA
Leadership/Executive – Executive /
Full-Time /
Hybrid
At Royal, we connect patients with their care through innovative transportation solutions, merging high-touch service with high-tech capabilities. From our roots in the ambulance industry, we now tackle healthcare’s major challenges, including patient flow and length of stay. Join us on this impactful journey!
Royal Ambulance’s award-winning Customer Success team is looking for a dynamic Director of Customer Success to enhance our customer relationships with hospitals and health systems. Your role will involve deploying effective solutions, retaining and growing customer accounts, and achieving remarkable customer outcomes. By supporting our customers’ goals, you will contribute to delivering high-quality, seamless care for patients and families.
*Note: This position has hybrid remote AND onsite requirements with up to 60% local travel.
Key Responsibilities:
- Analyze both short-term and long-term service performance data to provide actionable recommendations that drive efficiency, growth, and quality improvements in customer programs and initiatives.
- Renew and expand all active contracts, ensuring continued and enhanced partnerships with our customers.
- Develop and maintain strategic relationships with customers, engaging consistently to support their ongoing needs and objectives.
- Establish and manage processes and systems to capture and analyze customer feedback, enhancing our service delivery.
- Enhance NPS, CES, and CSAT processes and scores through effective strategies and initiatives.
- Deliver quarterly business reviews, aligning internal stakeholders, developing compelling content, and leading impactful presentations.
- Attend local and regional conferences, workshops, and networking events to stay connected and informed.
Minimum Qualifications:
- Minimum of 3 years of progressive leadership and team management experience.
- At least 3 years in strategic account management roles.
- 5 years of experience in the healthcare sector is strongly preferred.
- 5 years of project management experience, with lean process improvement experience preferred.
- 3 years of experience directly managing, advising, and negotiating with enterprise customers at all levels, with a proven track record of building trust and fostering successful business relationships.
- Strong ability to draw quick, insightful conclusions from data sets and deliver actionable recommendations.
- Solid financial background or strong understanding of financial concepts to analyze P&Ls and construct pricing models.
- Proficiency in Customer Relationship Management (CRM) systems is required.
- Ability to travel to customer sites weekly.
- Excellent verbal and written communication skills, with a strong work ethic and professional demeanor.
- Must be organized, detail-oriented, focused, and able to work well both independently and within a team setting.
$140,000 - $170,000 a year
About Royal:
Founded by Steve Grau, Royal Ambulance is one of California’s premier mobile healthcare providers, proudly serving the San Francisco Bay Area. Since Royal’s inception in 2006, the company has grown from 2 ambulances and 10 EMTs to a fleet of over 100 ambulances and 750+ team members. Royal has experienced double-digit year-over-year growth over the last 10 years. Transporting over 65,000+ patients a year, Royal Ambulance is a partner to most major health systems in the Greater San Francisco Bay Area region. Our company has been curated off of four values: Driven. Empathetic. Engaging. Adaptable.
At Royal Ambulance, we firmly believe it’s not just about the destination, it’s about the journey! It’s about who you become along the way, the people you meet, the connections you make, and the experiences you have that shape the kind of healthcare professional you become. As we continue to grow, we remain focused on fostering a culture of professional and personal development and best-in-class employee experience. Join our team and be a part of this exciting growth opportunity while surrounding yourself with other purpose-driven individuals, who encourage and inspire one another along their path in EMS and Healthcare.
