Director of Client Engagement

Role Overview

• The Director of Client Engagement is a player/coach leader responsible for both managing our Account Management team and personally owning a meaningful share of our client relationships.
• You will lead a team of Account Managers while also serving as the senior leader across our portfolio of ~30 accounts — stepping in directly to manage select accounts, support escalations, develop relationships and ensure every client feels the weight and care of senior leader-level partnership.
• Reporting to the COO, this is a hands-on role that blends strategic leadership with active, day-to-day client engagement.
• Lead, coach, and develop a team of three Account Managers — setting clear goals, running regular 1:1s, and building a culture of accountability and client-first thinking.
• Build and refine scalable account management processes, playbooks, and tooling that improve consistency and performance across the team.
• Own department-level reporting: portfolio health, retention metrics, growth indicators, and team performance KPIs.
• Partner closely with Sales, Operations, and Clinical teams to ensure seamless handoffs and aligned cross-functional execution.
• Provide mentorship and professional development pathways to grow the capabilities of each team member.
• Directly manage a defined portfolio of accounts, owning the full relationship lifecycle from onboarding through growth and renewal.
• Maintain active visibility and engagement across all ~30 accounts — even those primarily managed by your team — ensuring no relationship goes unattended.
• Serve as the executive escalation point for any client concerns, complaints, or complex situations across the full portfolio.
• Lead and participate in Quarterly Business Reviews (QBRs), strategic planning sessions, and executive-level client meetings.
• Identify and pursue upsell, cross-sell, and expansion opportunities across the account portfolio, working collaboratively with Sales where appropriate.
• Develop and execute account strategies that align client goals with Enable Dental's capabilities and growth objectives.
• Use data and performance analytics to identify trends, risks, and opportunities — both at the individual account level and across the portfolio.
• Advocate internally for client needs, translating field intelligence into actionable product and operational feedback.
• Consult with clients on their specific goals and circumstances, recommending solutions, workflow improvements, and service enhancements proactively.
• Recommend and, where appropriate, implement policy or procedural changes to improve outcomes for client segments or individual accounts.

Requirements

• Bachelor's degree in Business Administration, Healthcare Administration, or a related field.
• 8–12 years of experience in account management or client success, with at least 3 years in a leadership or people management role.
• Demonstrated experience in a player/coach capacity — comfortable both managing a team and personally owning client relationships simultaneously.
• Deep understanding of the client success lifecycle in a services (not SaaS) environment, ideally in healthcare / health plan administration.
• Proven track record managing multi-stakeholder relationships and navigating complex client organizations.
• Strong executive presence with the ability to operate confidently at the C-suite and administrator level.
• Excellent communication, negotiation, and interpersonal skills — able to both build trust and have hard conversations.
• Strong analytical and problem-solving skills; comfortable using data to drive decisions and tell a story.
• Experience in dental and/or senior care settings is a significant plus (e.g., PACE programs, Assisted Living, Skilled Nursing, Medicare Advantage).
• Desired Skills
• HubSpot or comparable CRM platforms.
• Project management tools (e.g., Asana, Monday, ClickUp).
• Data analysis and reporting (e.g., Google Sheets, Excel, Looker, or similar).
• Google Workspace (Docs, Sheets, Slides, Meet).

Benefits

• Competitive compensation with meaningful equity — you'll share in the upside you help create.
• A high-visibility leadership role with real authority to shape the client success function from the ground up.
• Direct access to senior leadership and influence over company strategy.
• A mission you can be proud of — improving access to dental care for seniors and adults with special needs.
• A talented, collaborative team in a high-growth environment where performance is recognized and rewarded.
• Medical, Dental, Vision, 401(k), Life Insurance, Paid Time Off