Director of Client Success

Position Overview

The Director of Client Success plays a pivotal strategic and operational leadership role across Prevounce's SaaS remote care management platform and clinical care management services Reporting directly to the VP of Operations, this position leads Client Success Account Managers and Support Specialists to ensure rapid client onboarding, long-term retention, account expansion, and strict clinical compliance across Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Advanced Primary Care Management (APCM).

Combining high-level account strategy with clinical governance, the Director bridges software technology, device logistics, EMR integration workflows, and frontline care management operations. The ideal candidate is someone with extensive experience leading customer success teams in digital health or health-tech, managing enterprise level health systems, and driving revenue retention.

Key ResponsibilitiesStrategic Client Success & Account Leadership

• Client Onboarding & Time-to-Value: Oversee and continually optimize the end-to-end client onboarding lifecycle from contract sign-off to go-live, maintaining a specific target launch threshold
• Enterprise Account Management: Lead executive relationship management, strategy, and strategic reviews for key enterprise accounts, health systems, and high-touch practices.
• Account Growth & Expansion: Identify account upsell and revenue expansion opportunities (e.g., introducing APCM, expanding RPM/CCM dual-enrollment, and driving adoption of the latest platform features).
• Client Retention & Risk Mitigation: Audit client success dashboards, Zendesk/Dialpad support metrics, and utilization reports; formulate proactive intervention plans for accounts experiencing lower engagement or minimum spend deficits.

Team Management & Operational Excellence

• Direct Team Leadership: Manage, mentor, and evaluate direct reports including Account Managers, Customer Support Specialists, and Operations Leads.
• Cross-Functional Collaboration: Collaborate with Sales to proactively identify account needs and Engineering/Product on platform feedback, feature releases, and bug tracking.

Core Competencies

• Executive Communication & Relationship Building: Capable of engaging practice managers, health system executives, and physicians while remaining a compassionate advocate for clinical teams and patients.
• Data-Driven & KPI Focused: Metric-oriented focus on Time-to-Value, onboarding milestones, support resolution times, customer satisfaction, and retention targets.
• Strategic Problem Solving & Adaptability: Ability to diagnose friction points across technology, human workflows, or clinical compliance and design scalable solutions.
• Leadership Accountability: Fosters an environment of transparency, clear expectations, continuous professional development, and collaborative teamwork.

Required Qualifications

• Clinical Licensure & Education: Master’s in Healthcare Administration or Business Administration (MHA/MBA), or equivalent healthcare degree.
• Client Success Leadership: 5+ years of leadership experience in Client Success, Account Management, or Clinical Operations within digital health, SaaS, or remote patient care industries.
• Clinical Care Management Expertise: Deep operational understanding of Medicare RPM, CCM, and APCM clinical requirements, documentation and billing codes. Knowledge of EMR workflows (Epic, eClinicalWorks, Cerner, NextGen, Athena).
• Team Supervision: Proven experience managing and coaching teams, setting KPIs, conducting quarterly performance reviews, and managing leadership transitions.
• Technical & Systems Proficiency: Hands-on experience with Google Workspace, Zendesk, Dialpad, HubSpot, and AI platforms
• Willingness to Travel: 25%