Director, Client Success

Description

Job Summary

The Director of Client Success is a leadership role responsible for client satisfaction, retention, renewal, and revenue growth across a portfolio of strategic clients. This role leads, coaches, and develops a team of Client Success Executives to ensure consistent, high-impact execution of holistic revenue cycle management (RCM) strategies. The Director serves as a strategic advisor to clients and an internal business leader, leveraging analytics, operational insight, and industry expertise to optimize performance, mitigate risk, and drive long-term, scalable client and company success.

Major Responsibilities/Activities

Client Success Leadership & Strategy

• Lead and develop a high-performing Client Success Executive (CSE) team through clear expectations, coaching, accountability, and performance management.
• Establish and oversee standardized client success strategies, operating rhythms, and performance metrics that drive retention, renewal, and growth.
• Ensure consistent, best-in-class execution of holistic revenue cycle management across all assigned clients.
• Act as executive sponsor and primary escalation point for complex or high-risk client relationships.
  
  

Client Value, Growth & Retention

• Partner with Client Success Executives to develop and execute client-specific operational, financial, and growth plans aligned to client goals and contractual commitments.
• Drive value-creating insights and recommendations using analytics, operational performance data, and industry trends.
• Maintain strong executive-level client relationships built on trust, transparency, and measurable outcomes.
• Lead quarterly business reviews and executive-level discussions, ensuring clear articulation of performance, risks, and opportunities.
  
  

Risk Management & Operational Excellence

• Proactively identify, assess, and mitigate client and operational risk through structured review mechanisms, escalation protocols, and corrective action planning.
• Partner closely with Operations and Revenue Cycle leaders to ensure service delivery meets or exceeds quality, productivity, and financial targets.
• Hold accountability for client-level P&L (profit and loss) performance, supporting margin optimization and budget execution.
  
  

Cross-Functional Partnership

• Collaborate with Sales, Marketing, Revenue Cycle, Project Management (PMO), Analytics, and Executive Leadership to deliver a cohesive, forward-looking client experience.
• Support sales and renewal efforts by providing insight, strategy, and executive-level continuity.
• Monitor industry, regulatory, and market trends to inform proactive strategy and innovation.
  
  

Talent Development & Culture

• Design and implement training, enablement, and development programs that strengthen team capability and scalability.
• Coach, mentor, and inspire team members while holding them accountable for outcomes.
• Lead by example through visibility and consistent demonstration of company mission, values, and compliance standards.
• Perform other duties as assigned.
  
  

Requirements

Required Education, Skills, & Experience

• Bachelor's degree in Business Administration, Healthcare Management, Marketing, Sales, or a related field, or equivalent experience.
• 5 years of progressive experience in Client Success, Account Management, or Healthcare Revenue Cycle Management (RCM).
• Demonstrated success leading, developing, and coaching client-facing teams.
• Strong working knowledge of healthcare revenue cycle operations, compliance, and regulatory requirements.
• Proven ability to analyze complex data and translate insights into actionable strategies.
• Excellent executive-level communication, relationship management, and stakeholder-influence skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and modern, web-based business applications.
• Proficiency in English is necessary for job-related communication, including understanding policies, writing correspondence, and engaging with colleagues or clients.
  
  

Preferred Education, Skills, & Experience

• Master’s degree in Business Administration, Healthcare Administration, or related field.
• Experience in EMS billing, healthcare billing, or RCM service organizations.
• Demonstrated success leading change management initiatives and scaling best practices.
• Experience with CRM, analytics, and project management tools (e.g., Salesforce, Smartsheet, MS Project).
• Strong financial acumen, including account-level profitability management and growth planning.
  
  

Working Environment

• The office environment is a controlled indoor setting with minimal exposure to adverse conditions.
• Noise levels in the office are typically moderate and consistent with a standard office setting.
• For employees approved to work in a hybrid or remote setting, a quiet, private workspace free from significant distractions is required to ensure productivity during work hours.
• A reliable internet connection is required for hybrid/remote work. EMS|MC will provide necessary equipment, including a computer, monitor, keyboard, mouse and headset.
  
  

Physical Requirements

• Sitting: frequent and prolonged periods of sitting at a desk while working on a computer.
• Communication: frequent and prolonged periods of speaking, listening, reading, and writing.
• Fine motor skills: frequent use of hands for typing and operating a computer mouse.
• Movement: occasional walking and climbing of stairs; limited bending, kneeling, lifting, and carrying of office-related items.
• Travel: must be able to travel occasionally to attend required company and client meetings.
  
  

Pay range: $130,000 - $150,000 annually, with final compensation based on the candidate’s qualifications, experience, and business needs. Individuals in this role are eligible to participate in a discretionary bonus plan and a comprehensive benefit package, including a retirement plan, health coverage, and paid time off. Visit https://emsmc.com/careers/ to explore our total rewards package.