Role Description We are on the hunt for a Director of Customer Engineering for the Eastern United States to steer the direction for our customer architect team. At Elastic, our solutions are tailored to provide Observability, Cybersecurity, and Search AI, and we need a leader who is technically adept and can drive our teams to ensure our customers derive the most value from our offerings. In this leadership position, the ideal candidate is a unique blend of a people-focused, business-driven, and technically-savvy leader. You will directly lead all aspects of a high performing team of Customer Architects. Having an intimate understanding of our technical solutions is crucial to empathize with your team's challenges and derive strategic solutions. The Director of Customer Engineering plays a pivotal role in representing Elastic at the forefront. Given the intrinsic technical nature of our offerings, it's crucial for the Director to be proficient in the intricacies of our solutions, ensuring they can effectively communicate their value and drive consumption. This role requires frequent face-to-face engagements, making it essential for the candidate to excel at in-person presentations, discussions, and building strong relationships rooted in technical trust. With the need to partner with a wide array of customers, travel becomes inherent to this role. Candidates should be primed for 25% travel, geared towards promoting and amplifying the consumption of our Elastic solutions across the Americas. What you will be doing - Leadership: Lead and mentor Customer Architects, encouraging a culture of collaboration, innovation, and customer-centricity. - Technical Acumen: Serve as the technical pillar of leadership, ensuring that the region's strategies align with the technical nuances of our solutions. A background in sales engineering leadership is beneficial. - Strategic Planning: Employ both urgent and strategic approaches to address critical situations, instilling processes that address challenges at scale. Ensure that teams in the region are geared towards helping customers realize value and driving consumption. - Market Knowledge: Leverage your experience with distributed datastores, and areas such as observability, cybersecurity, or search to bring depth to the team's understanding of the market. Experience in Vectors, Machine Learning, and GenAI will be an added advantage. - Collaboration: Work in tandem with regional sales leaders, account teams, and other stakeholders to ensure seamless communication and alignment of objectives. Qualifications - Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field highly preferred. - Proven experience leading teams centered on consumption. - Technical expertise in distributed datastores, and areas like observability, cybersecurity, or search. Familiarity with Elastic solutions will be a significant advantage. - Familiarity or experience in the realms of Vectors, Machine Learning, and GenAI. - Strong interpersonal and communication skills, with the ability to articulate complex technical concepts to a varied audience. - Ability to balance urgency with strategic planning, ensuring teams are always aligned with company and customer objectives. Requirements - Compensation for this role is in the form of base salary plus a variable component, that together comprise the On-Target Earnings (OTE). On-Target Earnings (OTE) are based on a 70/30 pay mix (base salary / target variable). - The typical starting OTE range for new hires in this role is listed below. This range represents the lowest to highest OTE we reasonably and in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. - An employee's position within the OTE range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, performance, and business or organizational needs. - Elastic believes that employees should have the opportunity to share in the value that we create together for our shareholders. Therefore, in addition to cash compensation, this role is currently eligible to participate in Elastic's stock program. - Our total rewards package also includes a company-matched 401k with dollar-for-dollar matching up to 6% of eligible earnings, along with a range of other benefits offered with a holistic emphasis on employee well-being. - The typical starting salary range for this role is: $161,300 — $255,100 USD - The typical starting Target Variable range for this role is: $69,000 — $109,200 USD - The typical starting On-Target Earnings (OTE) range for this role is: $230,300 — $364,300 USD Benefits - As a distributed company, diversity drives our identity. - Competitive pay based on the work you do here and not your previous salary. - Health coverage for you and your family in many locations. - Ability to craft your calendar with flexible locations and schedules for many roles. - Generous number of vacation days each year. - Increase your impact - We match up to $2000 (or local currency equivalent) for financial donations and service. - Up to 40 hours each year to use toward volunteer projects you love. - Embracing parenthood with a minimum of 16 weeks of parental leave.

Customer Success Team Lead Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform. In this player-coach position, you’ll lead a team responsible for nurturing customer relationships, driving adoption, and resolving challenges before they become problems. You’ll balance people leadership with strategic account oversight, owning key customer interactions and leading process improvements to scale our customer success operations. Here is more of what you’ll get to do: - Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers - Translate company and departmental goals into clear, actionable plans - Distribute work and manage team bandwidth across accounts and strategic initiatives - Conduct weekly 1:1s, performance check-ins, and ongoing development plans - Partner with leadership to recruit, onboard, and retain top customer success talent - Manage a small book of business to stay connected to customer needs and product usage - Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions - Ensure proactive client touchpoints, QBRs, and health checks are consistently executed - Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities - Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management - Conduct call audits and review account health metrics to ensure quality and consistency - Collaborate on enablement and training efforts to keep the team informed and empowered - Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities You’ll thrive in this role if you have: - 3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment - Experience managing escalated customer situations with a calm, solutions-oriented approach - Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal - Strong communication and collaboration skills, with a history of cross-functional partnership - Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards - Excellent organizational, time-management, and prioritization abilities - Experience managing a remote or distributed team - Background in B2B SaaS or high-velocity sales environments - Exposure to product-led growth (PLG) or CS-led expansion strategies - Building customer health score frameworks or success playbooks Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply! This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington. Who we are: LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture. LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training. LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.

Customer Success Team Lead Are you a customer-centric leader with a passion for building high-performing teams in a fast-growing SaaS environment? We’re looking for a Customer Success Team Lead to empower a team of Account Managers to deliver exceptional client experiences, improve retention, and help our customers get the most value out of our platform. In this player-coach position, you’ll lead a team responsible for nurturing customer relationships, driving adoption, and resolving challenges before they become problems. You’ll balance people leadership with strategic account oversight, owning key customer interactions and leading process improvements to scale our customer success operations. Here is more of what you’ll get to do: - Provide hands-on coaching, feedback, and support to a team of SaaS Account Managers - Translate company and departmental goals into clear, actionable plans - Distribute work and manage team bandwidth across accounts and strategic initiatives - Conduct weekly 1:1s, performance check-ins, and ongoing development plans - Partner with leadership to recruit, onboard, and retain top customer success talent - Manage a small book of business to stay connected to customer needs and product usage - Serve as an escalation point for complex issues, working cross-functionally with Product, Engineering, and Support to deliver fast resolutions - Ensure proactive client touchpoints, QBRs, and health checks are consistently executed - Monitor customer health scores, adoption metrics, and feedback loops to identify risks and opportunities - Lead or contribute to internal initiatives focused on tooling, process improvement, and customer lifecycle management - Conduct call audits and review account health metrics to ensure quality and consistency - Collaborate on enablement and training efforts to keep the team informed and empowered - Deliver weekly reports summarizing escalations, trends, team KPIs, and upcoming priorities You’ll thrive in this role if you have: - 3+ years in a customer success or account management role, with at least 1 year of people leadership in a SaaS environment - Experience managing escalated customer situations with a calm, solutions-oriented approach - Deep understanding of the SaaS customer journey, from onboarding through expansion and renewal - Strong communication and collaboration skills, with a history of cross-functional partnership - Familiarity with customer success platforms (e.g., Gainsight, ChurnZero), CRM tools (e.g., Salesforce, Dynamics), and analytics dashboards - Excellent organizational, time-management, and prioritization abilities - Experience managing a remote or distributed team - Background in B2B SaaS or high-velocity sales environments - Exposure to product-led growth (PLG) or CS-led expansion strategies - Building customer health score frameworks or success playbooks Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply! This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington. Who we are: LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture. LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training. LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.

About the Role Impact you will make The Director, Customer Success is responsible for managing assigned customers and supporting all aspects of customer management activities. This role is accountable for customer satisfaction and value realization as measured by gross and net revenue targets, contract renewal, and referrals for expansion opportunities. The Director, Customer Success will collaborate with colleagues from Customer Success, Sales, Support, Implementation, Product Management, Development, and Marketing, as appropriate, to serve the needs of customers. What you will do - Adopt and utilize resources provided to proactively monitor and manage customer outcomes and success, including: - Gainsight - Salesforce - FinThrive Analytics - Capture and track customer value metrics and targets to demonstrate achievement of metrics/results and return on investment (ROI). - Create an account plan and customer growth strategy in collaboration with Sales Executives. - Internally document at-risk mitigation plans. - Provide leadership with regular updates on assigned customer status, leveraging internal tools to support red/yellow/green status reporting. - Own the role of Director, Customer Success as a key driver of customer satisfaction and performance. - Accept responsibility and accountability for responding to all assigned customer issues and tasks. - Take full responsibility for the account in customer satisfaction, communication, and escalation when needed. - Assure satisfaction among customer groups by monitoring and responding appropriately to outcomes and feedback. - Identify opportunities for operational and process improvements related to utilization and integration. - Manage all renewals and maintain accurate listings of contract expiration dates and notification requirements. - Protect existing revenue through monthly analysis of revenue variances. - Serve as the internal escalation point for issues regarding customer contracts or invoices. - Conduct annual reviews and quarterly pulse checks with customers. - Maintain a full understanding of internal control requirements within the area of responsibility and ensure proper change management protocols are followed. - Meet and exceed quarterly and annual customer revenue targets. - Comply with the renewal process and meet or exceed annual renewal targets. - Identify growth opportunities within the assigned customer base. - Secure and increase customer references. - Foster high response rates and positive KLAS and Net Promoter Score (NPS) results. - Ensure customer satisfaction, including ownership of value realization communication and management of customer expectations through primarily remote engagement with limited travel. - Manage escalations from assigned customers. What you will bring - Bachelor’s degree. - 3+ years of experience in Customer Success leadership, or within the revenue cycle management (RCM) function of a hospital. - Executive presence and strong presentation skills. - Ability to work autonomously, independently, and collaboratively within a team. - Strong written and verbal communication skills with the ability to synthesize complex issues into clear, simple messages. - Experience interfacing with both internal team members and external customers as part of a solutions-based team. - Proficiency in MS Office (Outlook, Word, Excel, PowerPoint). - Proactive self-starter with ownership mentality and strong drive. - Collaborative team player and quick learner. - Willingness to travel up to 40-60% What we would like to see - Experience in healthcare revenue cycle management (RCM). - Knowledge of FinThrive products and services or competitive solutions. - Strong understanding of the healthcare industry, specifically revenue cycle management. - Experience using Gainsight. - Involvement with HFMA. About FinThrive FinThrive is advancing the healthcare economy. For the most recent information on FinThrive’s vision for healthcare revenue management visit finthrive.com/why-finthrive. Award-winning Culture of Customer-centricity and Reliability At FinThrive we’re proud of our agile and committed culture, which makes FinThrive an exceptional place to work. Explore our latest workplace recognitions at https://finthrive.com/careers#culture. Our Perks and Benefits FinThrive is committed to continually enhancing the colleague experience by actively seeking new perks and benefits. For the most up-to-date offerings visit finthrive.com/careers-benefits. FinThrive’s Core Values and Expectations - Demonstrate integrity and ethics in day-to-day tasks and decision making, adhere to FinThrive’s core values of being Customer-Centric, Agile, Reliable and Engaged, operate effectively in the FinThrive environment and the environment of the work group, maintain a focus on self-development and seek out continuous feedback and learning opportunities - Support FinThrive’s Compliance Program by adhering to policies and procedures pertaining to HIPAA, FCRA, GLBA and other laws applicable to FinThrive’s business practices; this includes becoming familiar with FinThrive’s Code of Ethics, attending training as required, notifying management or FinThrive’s Helpline when there is a compliance concern or incident, HIPAA-compliant handling of patient information, and demonstrable awareness of confidentiality obligations Physical Demands The physical demands and work environment characteristics described here are representative of those that a colleague must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Statement of EEO FinThrive values diversity and belonging and is proud to be an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We're committed to providing reasonable accommodation for qualified applicants with disabilities in our job application and recruitment process. FinThrive Privacy Notice for California Resident Job Candidates Know Your Rights Pay Transparency Notice FinThrive is an Equal Opportunity Employer and ensures its employment decisions comply with principles embodied in Title VII, the Age Discrimination in Employment Act, the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Assistance Act of 1974, Executive Order 11246, Revised Order Number 4, and applicable state regulations. © 2024 FinThrive. All rights reserved. The FinThrive name, products, associated trademarks and logos are owned by FinThrive or relat­ed entities. RV092724TJO finthrive.com | FinThrive Careers | FinThrive Benefits & Perks | Physical Demands