What are the responsibilities and job description for the Client Success Director position at Prevounce Health?
About Prevounce
Prevounce Health is a technology-first leader in remote care management, specializing in scalable solutions for chronic care management (CCM), remote patient monitoring (RPM), and preventive services. Our comprehensive platform combines intelligent software, connected devices, and expert services to help healthcare organizations streamline operations, improve patient outcomes, and ensure regulatory and billing compliance.
The Opportunity
We are looking for a results-oriented Client Success Director to lead the onboarding, training, and long-term success of our largest clients. This role reports to the Director of Operations and will oversee implementation across a portfolio of accounts, delegating onboarding and support for smaller clients while taking direct responsibility for managing and scaling large enterprise implementations. Travel to client sites may be required for strategic planning, go-lives, or other high-touch engagements.
As a key leader in our client success strategy, you will be instrumental in building strong relationships, ensuring successful program outcomes, and guiding clients through the full lifecycle from implementation to expansion. Over time, you will play a central role in shaping and scaling the customer success department as Prevounce continues to grow. This position requires a confident communicator, a process-minded leader, and someone excited to work in a high-growth, mission-driven company shaping the future of remote care.
Key Responsibilities
Client Onboarding & Program Implementation
- Lead implementation projects for enterprise clients from kickoff through go-live and scale-up.
- Create and manage detailed project plans, timelines, and milestones.
- Develop custom training materials and lead onboarding sessions tailored to each client’s unique workflows.
- Serve as the primary point of contact for client implementation teams.
Training & Enablement
- Deliver live and recorded training for clinical, operational, and billing stakeholders.
- Establish repeatable onboarding frameworks and success metrics.
- Create internal and external SOPs, FAQs, and playbooks to streamline adoption and support.
Account Management & Relationship Building
- Act as strategic advisor and advocate for enterprise clients—ensuring satisfaction, driving performance, and proactively identifying opportunities for expansion.
- Analyze program performance data and provide clients with actionable insights and improvement recommendations.
- Proactively manage and expand client programs by identifying growth opportunities and ensuring program success.
- Conduct quarterly business reviews and assist with client renewals and retention efforts.
Cross-Functional Leadership
- Work collaboratively across departments—support, engineering, sales, clinical services, and logistics—to resolve client issues and deliver exceptional experiences.
- Translate client feedback into recommendations for product and process improvements.
- Contribute to customer-facing resources, including marketing collateral and help center content.
Qualifications
- Bachelor’s degree required; clinical, healthcare operations, or business background preferred.
- 4 years of experience in implementation, project management, or customer success—preferably in Health IT, EHR integration, or digital health.
- Proven track record managing enterprise-level healthcare clients and delivering ROI.
- Exceptional communication, project management, and relationship-building skills.
- Understanding of Medicare billing, chronic care management (CCM), and remote patient monitoring (RPM) is strongly preferred.
- Willingness to travel up to 65% of the time.
- Project Management certification (PMP, CAPM, or similar) is a plus.