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 successf