Director of Client Success

Job Description

Job Description

The Director of Client Success is responsible for leading the strategic direction, operational performance, and growth of the Client Success organization. This role oversees Account Management, Client Implementations, and client retention strategies to ensure an exceptional client experience throughout the customer lifecycle. The Director serves as a trusted advisor to executive leadership, clients, TPAs, brokers, and internal stakeholders while driving revenue retention, operational excellence, and continuous process improvement.

The ideal candidate is a strategic leader with strong healthcare industry experience, exceptional relationship management skills, and a proven ability to build high-performing teams and scalable client success programs.

Roles & Responsibilities

Client Relationship Management

• Develop and execute the overall Client Success strategy to maximize client satisfaction, retention, and growth through strategic planning, relationship management, and operational excellence.
• Serve as executive sponsor for strategic and high-profile client relationships, building trusted partnerships with employers, TPAs, consultants, brokers, health systems, and provider partners.
• Lead executive business reviews, quarterly performance meetings, renewal discussions, and strategic conversations focused on client performance, satisfaction, and growth opportunities.
• Monitor client health, identify risks, and implement proactive retention strategies to improve client retention rates, client satisfaction scores (NPS/CSAT), and overall client experience.
• Partner with internal teams to resolve executive escalations, improve issue resolution time, and maintain strong client relationships.

Account Management Leadership

• Lead, coach, and develop the Account Management team while fostering a culture of accountability, collaboration, innovation, and continuous improvement.
• Establish service standards, KPIs, performance expectations, and reporting processes to measure team effectiveness and client success outcomes.
• Oversee client renewals, contract amendments, pricing strategies, and service expansion opportunities to support net revenue retention and business growth.
• Partner with Sales to identify cross-sell and upsell opportunities, support revenue growth initiatives, and strengthen client partnerships.
• Analyze client performance trends, renewal data, and engagement metrics to identify opportunities for improvement and risk mitigation.
• Ensure timely resolution of client concerns, operational challenges, and executive escalations.

Implementation Leadership

• Oversee all client implementations from contract execution through successful go-live, ensuring projects are delivered on time, within scope, and within budget.
• Develop standardized implementation methodologies, governance structures, and project management processes to improve consistency, efficiency, and scalability.
• Lead program and project management efforts by monitoring project milestones, implementation cycle time, resource utilization, and overall delivery performance.
• Identify implementation risks, dependencies, and operational challenges while developing mitigation strategies to ensure successful outcomes.
• Coordinate cross-functional implementation activities across Operations, IT, Network, EDI, Product, and Provider Relations.
• Provide executive-level communication and oversight throughout implementation activities.

Strategic Leadership & Process Improvement

• Develop annual departmental goals and strategic initiatives aligned with corporate objectives and organizational growth strategies.
• Evaluate Client Success operations, organizational structure, staffing needs, and resource allocation to support scalability and long-term success.
• Identify opportunities for automation, process improvement, and operational enhancements that improve efficiency, reduce risk, and enhance the client experience.
• Lead change management initiatives to support adoption of new processes, technologies, and business strategies.
• Utilize analytics, reporting, and performance metrics to identify trends, improve decision-making, and drive continuous improvement.

Cross-Functional Collaboration

• Partner with Sales, Product, Operations, Network Management, Information Technology, Legal, Finance, and Executive Leadership to ensure alignment on client priorities, business objectives, and operational initiatives.
• Serve as a strategic partner across departments to improve communication, resolve challenges, and drive successful client outcomes.
• Collaborate with internal stakeholders to support healthcare network strategy, product enhancements, and service delivery improvements.
• Manage organizational risk by identifying potential client, operational, and implementation challenges and developing proactive solutions.

Financial Management

• Monitor client profitability, gross margin performance, and overall financial health of client relationships.
• Support pricing strategy, contract negotiations, financial modeling, and business planning activities.
• Identify opportunities for revenue growth through expanded products, services, and client partnerships.
• Assist with departmental budgeting, forecasting, and resource planning.
• Evaluate implementation costs, resource utilization, and operational efficiencies to support financial performance.

Team Development

• Recruit, coach, mentor, and develop Client Success professionals to build a high-performing team.
• Conduct performance reviews, establish development plans, and support employee engagement and retention initiatives.
• Build succession plans and leadership development strategies to strengthen organizational capability.
• Promote a culture centered on accountability, collaboration, innovation, and continuous improvement.
• Provide leadership, guidance, and support to ensure team members have the tools and resources needed to achieve client and business objectives.

Education & Qualification Requirements

• Bachelor's degree in Business, Healthcare Administration, or related field.
• 8+ years of progressive experience in Client Success, Account Management, Healthcare Operations, or Implementation leadership.
• 5+ years leading high-performing teams.
• Experience within healthcare, healthcare networks, TPAs, health plans, or employee benefits.
• Strong executive presentation and communication skills.
• Demonstrated success leading complex implementations and strategic client relationships.
• Strong analytical and financial acumen.
• Experience with self-funded employer health plans.
• Experience working with provider networks and direct contracting.
• Knowledge of claims administration and healthcare pricing methodologies.
• Experience with CRM and project management platforms.
• Ability to travel up to 25% for client meetings and strategic initiatives.
• Ability to work in a standard office environment or remotely.
• Prolonged periods of computer work and virtual meetings.

The Director of Client Success is expected to lead with integrity, accountability, and a client-first mindset. This role will establish a culture of proactive service, operational excellence, collaboration, and continuous improvement while serving as a strategic partner to executive leadership in achieving the organization's growth and client retention objectives.

Healthcare Highways challenges the status quo of traditional carrier networks to bring competition, flexibility, and cost efficiency to employer-sponsored healthcare. We design, manage, and operate medical provider networks, with a core focus on high-performance networks built from curated providers who meet strict quality standards and agree to negotiated rates.

We also work directly with employers to execute their network strategy, supporting domestic network management and steerage, direct contracting, and out-of-network repricing. The result is high-quality care for local employers, with lower costs for both businesses and their employees.

We foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance.

A career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission. Explore opportunities and join our team today at Healthcare Highways Careers.

Company Description

Healthcare Highways challenges the status quo of traditional carrier networks to bring competition, flexibility, and cost efficiency to employer-sponsored healthcare. We design, manage, and operate medical provider networks, with a core focus on high-performance networks built from curated providers who meet strict quality standards and agree to negotiated rates.\r\n\r\nWe also work directly with employers to execute their network strategy, supporting domestic network management and steerage, direct contracting, and out-of-network repricing. The result is high-quality care for local employers, with lower costs for both businesses and their employees. \r\n\r\nWe foster a collaborative, innovative, and inclusive workplace where creative and analytical thinkers thrive. At Healthcare Highways, candor, integrity, and teamwork are at the core of everything we do. We invest in our employees' growth and professional development by offering competitive compensation, career advancement opportunities, and a strong commitment to work-life balance.\r\n\r\nA career at Healthcare Highways means being part of a forward-thinking organization transforming healthcare. If you're passionate about impacting employers, providers, and the communities we serve, we invite you to join our mission. Explore opportunities and join our team today at Healthcare Highways Careers.