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.