Director of Professional Services

Job Description

Job Description

Director, Professional Services

Location: Hybrid 3 days - Chicago, New York, or Seattle

Travel Expectations: up to 50% travel to client sites

Job Type: Full-time

Job Reports To: Vice President, Product

About Jaan Health/Phamily

Jaan Health is a leading AI-based care management company serving healthcare providers. For nearly a decade, the company has leveraged its easy-to-use, proprietary technology to enable health systems, medical groups, and ACOs to deliver high-quality, high-ROI proactive care to hundreds of thousands of previously underserved patients.

Phamily, the company's core technology platform, has transformed chronic disease management with clinically tested AI and easy-to-use technology that enables physicians and care teams to offer high-touch, individualized patient care that has been proven to reduce investment in extra labor and the overall cost of care. Phamily helps ensure healthcare providers are compensated fairly for providing high-quality care between office visits, while improving the lives of patients with chronic diseases. Learn more at phamily.com.

Job/Role Description:

The Director of Professional Services is responsible for leading the Professional Services team that partners with enterprise healthcare customers throughout their lifecycle—from pre-contract support through implementation, growth, and renewal.

This leader serves as an executive sponsor for strategic client relationships while building a high-performing team responsible for delivering measurable clinical, operational, and financial outcomes. The Director establishes engagement methodologies, customer governance, executive business reviews, success metrics, and best practices that enable the company to scale.

The ideal candidate combines executive-level relationship management, healthcare technology, operations, and revenue cycle expertise, operational leadership, and a passion for building repeatable customer success programs.

Key Responsibilities: Executive Client Leadership

• Build and maintain executive relationships across a portfolio of enterprise health systems and strategic accounts.
• Act as executive sponsor for high-value and at-risk customer relationships.
• Lead executive governance meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
• Ensure customers achieve measurable clinical, operational, and financial outcomes.
• Drive customer retention, referenceability, and long-term partnerships.

Professional Services Leadership

• Build, coach, and lead a high-performing organization.
• Establish clear career paths, competencies, and performance expectations.
• Conduct regular coaching, performance management, and talent development.

Operational Excellence

• Establish scalable operating rhythms, governance, and best practices across the Professional Services organization.
• Lead recurring business reviews, customer health reporting, capacity planning, resource forecasting, and executive risk management.
• Develop standardized playbooks, dashboards, KPIs, and reporting to drive operational visibility and accountability.
• Continuously improve processes, efficiency, and service delivery to support a high-growth, scalable organization.

Voice of the Customer

• Gather customer feedback and insights to identify trends, risks, and opportunities for improvement.
• Partner with Product, Clinical Operations, and cross-functional teams to influence product, service, and workflow enhancements.
• Serve as the internal advocate for customer needs, ensuring customer insights inform strategic decisions.
• Drive initiatives that improve customer adoption, satisfaction, outcomes, and long-term partnership success.

Requirements:

• 10+ years of leadership experience in enterprise customer engagement, professional services, customer success, consulting, or account management, overseeing strategic customer portfolios with annual recurring revenue (ARR) of $10M or more
• Progressive people leadership experience managing and developing managers and individual contributors within customer-facing organizations
• Experience working with enterprise health systems, healthcare technology, healthcare services, value-based care, or digital health experience
• Proven success managing C-level stakeholder relationships
• Experience scaling teams in a high-growth organization
• Strong operational and financial acumen

Preferred requirements:

• Entrepreneurial DNA: A 'builder' mentality with the ability to operate effectively in high-ambiguity environments where processes may not be fully fleshed out
• Experience in SaaS and services organizations
• Experience leading Professional Services organizations
• Clinical workflow knowledge
• Change management certification

Work style & logistics:

We are a fast-growing, early-stage company with a bold mission and significant work ahead; every employee at Jaan Health must embody growth company DNA. This means you have proven success in a high-performing environment: high velocity, strong ownership, comfort with ambiguity, resilience, and a true growth mindset.

You are both a playbook builder and executor, able to design scalable approaches for today while anticipating what the business will need tomorrow, and then follow through to deliver results.

Our culture is built on five principles that shape how we work, lead, and grow:

• Care: We put patients, clients, teammates, and outcomes first.
• Curiosity: We ask better questions, challenge assumptions, and keep learning.
• Clarity: We simplify complexity, communicate directly, and create alignment.
• Co-Creation: We collaborate across teams, perspectives, and disciplines.
• Craftsmanship: We execute with excellence, ownership, and continuous improvement.

Our Compensation & Benefits:

• Competitive compensation based on experience and impact
• Comprehensive medical, dental, and vision coverage for employees and dependents at a low cost
• Generous Paid Time Off: up to 35 paid days off each year so you can recharge, recover, and give back, including:
• 12 vacation days accrued annually for rest, travel, and personal time
• Up to 9 sick/wellness days to prioritize your health and well-being
• 12 paid company holidays throughout the year
• 2 Paid Give-Back Days to volunteer and make a meaningful impact in the communities you care about
• HSA and FSA account options
• 401(k) with company match after 6 months of full-time employment
• 100% match on the first 3% contributed, and 50% match on the next 2% contributed
• A collaborative, mission-driven team helping transform healthcare at scale

If you take pride in delivering results, embrace challenges, and proactively seek improvement, then this is the place for you. You'll join a smart, humble, and collaborative team dedicated to improving healthcare.

Equal Employment Opportunity

Phamily is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetics, veteran status, sexual orientation, gender identity or expression, or any other legally protected status.