Director, Client Success

Accountabilities: Lead, coach, and develop a high-performing team of Client Success Executives through clear expectations, regular feedback, performance management, and accountability. Establish and oversee standardized client success strategies, operating rhythms, and performance metrics that support retention, renewals, and account growth. Ensure consistent execution of comprehensive revenue cycle management strategies across the assigned client portfolio. Serve as executive sponsor and primary escalation point for complex, sensitive, or high-risk client relationships. Partner with Client Success Executives to develop and implement client-specific operational, financial, and growth plans aligned with contractual commitments and business objectives. Use performance data, analytics, and industry insights to identify opportunities, recommend improvements, and demonstrate measurable client value. Build and maintain trusted executive-level relationships through transparent communication and consistent delivery against agreed outcomes. Lead quarterly business reviews and executive discussions, presenting performance results, risks, opportunities, and strategic recommendations. Proactively identify and mitigate client and operational risks through structured reviews, escalation processes, and corrective action plans. Collaborate with Operations and Revenue Cycle leadership to ensure service delivery meets or exceeds quality, productivity, and financial targets. Oversee client-level profit and loss (P&L) performance, supporting budget execution and margin optimization. Work cross-functionally with Sales, Marketing, Revenue Cycle, Project Management, Analytics, and Executive Leadership to deliver a coordinated client experience. Support sales and renewal activities through strategic account insights, relationship continuity, and executive-level engagement. Monitor healthcare industry developments, regulatory changes, and market trends to inform client strategies and identify opportunities for innovation. Develop training, enablement, and professional development initiatives that strengthen team capabilities and support organizational growth. Mentor and motivate team members while reinforcing compliance standards, organizational values, and a results-oriented culture. Requirements: Bachelor's degree in Business Administration, Healthcare Management, Marketing, Sales, or a related discipline, or equivalent professional experience. At least 5 years of progressive experience in Client Success, Account Management, or Healthcare Revenue Cycle Management (RCM). Demonstrated success leading, coaching, and developing client-facing teams. Strong understanding of healthcare revenue cycle operations, compliance requirements, and relevant regulations. Proven ability to analyze complex data and translate findings into practical business and client strategies. Excellent executive-level communication, relationship-building, negotiation, and stakeholder-management skills. Strong organizational and prioritization abilities, with the capacity to manage multiple strategic accounts and competing demands in a fast-paced environment. Proficiency in Microsoft Office and modern web-based business applications. Professional English proficiency for understanding policies, preparing written correspondence, and communicating effectively with colleagues and clients. Ability to work remotely from a quiet, private, and distraction-free workspace with a reliable internet connection. Willingness and ability to travel occasionally for required company and client meetings. Ability to perform the essential functions of the role, including extended periods of computer-based work and frequent verbal and written communication. Applicants must be authorized to work in the United States now and in the future. Visa sponsorship is not available for this position. Preferred Qualifications: Master's degree in Business Administration, Healthcare Administration, or a related field. Experience in EMS billing, healthcare billing, or RCM service organizations. Track record of leading change management initiatives and scaling operational best practices. Experience with CRM, analytics, and project management platforms such as Salesforce, Smartsheet, or Microsoft Project. Strong financial acumen, including account-level profitability management, budgeting, and growth planning. Benefits: Annual salary: $115,000–$130,000, with final compensation based on qualifications, experience, and business needs. Eligibility to participate in a discretionary bonus plan. Comprehensive benefits package, including health coverage and a retirement plan. Paid time off. Additional benefits provided in accordance with applicable law. Fully remote working arrangement. Necessary remote-work equipment provided, including a computer, monitor, keyboard, mouse, and headset.