Director of Client Success

Director of Client Success – Overview As the Director of Client Success, you will be a pivotal leader within our organization, responsible for driving client satisfaction, retention, and growth through strategic planning and exceptional execution. You will lead a team to implement best practices, focusing on large‑scale client renewals, strategic upsells and developing educational content to support client engagement. Impact on the Organization Influence: Drive change and influence stakeholders at all levels to ensure cross‑departmental collaboration and alignment with our organizational goals. Operational Excellence: Uphold high standards of service delivery, optimize operational efficiency and exceed client expectations by maintaining oversight of customer KPIs. Client Advocacy: Serve as a strong advocate for clients, ensuring their needs are met and exceeded, identifying financial trends and escalating them to practice and internal staff. Content Support: Identify and create educational marketing content that effectively supports client success and engagement, providing clients with tools to understand and improve their KPI performance. Key Responsibilities & Expectations Manage a team that implements client success best practices within revenue cycle management. Lead large‑scale client renewals and strategic upsells, ensuring KPI targets are achieved. Collaborate with internal departments to resolve high‑priority or complex client issues and escalations. Develop educational content to help clients understand and improve KPI performance. Provide data‑driven insights on customer KPIs such as days in A/R and denial trends. Maintain oversight of operational KPIs and collaborate with clients to address performance gaps. Qualifications Exceptional communication and organizational skills, with the ability to articulate ideas and organize teams toward strategic goals. Strong strategic planning and execution capabilities focused on client success and KPI oversight. Demonstrated experience influencing and driving change across departments in a revenue‑cycle‑management context. In-depth knowledge of client‑success best practices and industry trends. Data‑driven decision‑making ability based on KPI analysis. Advanced consultative sales skills for handling large‑scale client renewals and upsells. Proficiency in identifying and developing educational content for clients. Preferred Qualifications Bachelor’s degree in Healthcare Administration, Business or a related field, or equivalent professional certifications (CRCR, EHRC, CHFP, CMPE, etc.). 7–10 years of client‑success or account‑management experience in revenue cycle management, with a proven track record of improving customer KPIs. Track record of developing and implementing successful client‑success strategies, achieving high client satisfaction and retention, and building strong relationships across all customer levels. Willingness to travel up to 50% to support client success. Advanced proficiency in Microsoft Excel, including pivot tables, data analysis, and reporting. Compensation & Benefits Competitive compensation package. Full range of employee benefits: 401(k), Health Insurance (medical, dental, vision, life, short and long‑term disability, AD&D). Paid vacation. Casual work environment, primarily remote (must be based in Hawaii). Equity and Diversity Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at View email address on click.appcast.io. The email address is dedicated to accommodation requests only. Legal Notice Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws. #J-18808-Ljbffr MediSolution