Director of Client Success

Accountabilities:

Manage client portfolios and performance: Oversee a portfolio of hospital and health system accounts, taking ownership of client satisfaction, relationship health, retention, renewals, and revenue growth.
Build executive-level relationships: Develop and maintain trusted partnerships with C-suite executives and key stakeholders across finance, revenue cycle management, clinical documentation integrity (CDI), health information management (HIM), coding, and physician leadership.
Provide strategic client guidance: Understand evolving client priorities and align service delivery with their financial, operational, compliance, and organizational objectives.
Lead strategic account planning: Develop and maintain comprehensive account plans covering client goals, stakeholder relationships, performance targets, potential risks, expansion opportunities, and renewal timelines.
Conduct performance and business reviews: Lead monthly operational reviews and quarterly business reviews, presenting key metrics, financial impact, progress against objectives, and strategic recommendations.
Monitor client health and manage escalations: Identify potential risks proactively, coordinate root-cause analyses, oversee issue resolution, and maintain clear communication and accountability throughout the process.
Drive account expansion and revenue growth: Identify, develop, and close upselling and cross-selling opportunities that address client needs, strengthen partnerships, and increase account revenue.
Own renewal and contract strategies: Plan renewals well in advance and collaborate with commercial teams, Legal, and Finance on contract amendments, pricing, negotiations, terms, and service-level agreements (SLAs).
Coordinate cross-functional service delivery: Partner with Implementation, Operations, clinical teams, physician leadership, Analytics, Product, Sales, Finance, and Legal to facilitate effective onboarding, smooth operational handoffs, and consistent service delivery.
Promote client education and adoption: Work with Learning and Development teams to ensure client stakeholders understand available services and maximize their value.
Represent the voice of the client: Translate feedback, challenges, and emerging business needs into actionable recommendations for internal teams and executive leadership.
Maintain accurate reporting and forecasts: Keep client records, account performance information, expansion pipelines, and revenue forecasts up to date in the CRM, while contributing to reporting standards, client success playbooks, and best practices.
Uphold professional and compliance standards: Maintain strict confidentiality and HIPAA compliance, demonstrate accountability and proactive communication, and contribute to a collaborative, client-focused culture.
Requirements:
Education: Bachelor's degree in Business, Healthcare Administration, Communications, or a related field.
Professional experience: At least eight years of professional experience, including three to five years in client success, account management, customer experience, or a related discipline.
Enterprise account management: Demonstrated success managing a portfolio of enterprise B2B or healthcare accounts, with responsibility for client satisfaction, retention, renewals, and business growth.
Executive relationship management: Proven ability to build and sustain trusted relationships with C-suite executives and senior stakeholders, communicate confidently, and influence strategic decisions.
Revenue expansion: A track record of identifying, developing, and closing upselling and cross-selling opportunities while achieving account growth objectives.
Contract and renewal management: Experience leading renewal strategies and collaborating with Legal and Finance on commercial agreements, contract negotiations, pricing, amendments, and SLAs.
Analytical and strategic capabilities: Strong analytical skills, including the ability to interpret performance data, assess business outcomes, identify risks and opportunities, and translate findings into actionable recommendations.
Executive communication and presentation: Excellent written and verbal communication skills, with the ability to present performance results, strategic plans, and business recommendations clearly to senior audiences.
CRM proficiency: Experience using customer relationship management platforms to maintain accurate account records, track opportunities, manage pipelines, and support forecasting.
Preferred healthcare expertise: Substantial experience in healthcare revenue cycle management, particularly mid-revenue cycle operations, clinical documentation integrity, medical coding, or denials management.
Cross-functional collaboration: Ability to coordinate effectively across clinical, operational, technical, financial, and commercial teams to ensure consistent client experiences and measurable results.
Leadership and problem-solving: Strong organizational skills, sound judgment, proactive issue management, and the ability to balance multiple client priorities in a dynamic environment.
Remote work readiness: Ability to work independently during regular business hours, Monday through Friday, from a secure, distraction-free home office with reliable high-speed internet.
Confidentiality and compliance: Commitment to protecting sensitive healthcare information and maintaining strict adherence to HIPAA requirements and applicable confidentiality standards.
Travel availability: Willingness and ability to travel up to 25% as required for client meetings and business activities.
Benefits:
Fully remote work: Work remotely from within the United States, with company-provided computer equipment.
Comprehensive healthcare: Medical, dental, and vision insurance coverage.
Retirement savings: Access to a 401(k) retirement plan with a company match.
Paid time off: Generous paid time off (PTO) and eight paid holidays.
Professional development: Access to leadership training, professional development resources, and opportunities for internal career growth.
Recognition and rewards: Employee recognition programs and performance-based rewards.
Employee wellness: Access to wellness resources and discount programs designed to support personal and professional well-being.
Collaborative culture: An inclusive, people-first working environment recognized as a Great Place to Work® for three consecutive years.
Meaningful impact: The opportunity to strengthen healthcare partnerships and contribute to improved documentation accuracy, compliance, revenue integrity, and financial performance across hospitals and health systems.