Manage a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business
Provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention
Develop scalable frameworks to align service delivery across clients of varying size and complexity
Build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams
Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier
Drive adoption and execution of consistent client management frameworks and standard operating procedures
Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology
Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust
Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps
Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables
Oversee performance metrics and lead quarterly business reviews for high-value clients as needed
Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.

Bachelor's degree required
MBA or Health Administration preferred
Field of study in Business, Healthcare Admin, or related field
10+ years of client-facing experience in RCM, SaaS, or healthcare services
5+ years leading client-facing teams, including experience managing managers
Experience supporting enterprise clients or complex healthcare systems
Proven success in building and scaling customer success frameworks
Ability to influence and collaborate cross-functionally at all organizational levels
Executive presence and experience communicating with C-Suite stakeholders
Expertise in medical billing, revenue cycle processes, and healthcare delivery models
High proficiency in Excel, data interpretation, and visual presentation of performance trends
Strong judgment and critical thinking to guide client strategy and internal decision-making
Demonstrated experience in managing through change and leading through ambiguity
Exceptional communication, coaching, and storytelling abilities.

Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
Generous Paid Time Off and Paid Parental Leave programs
Company paid Life and Disability benefits
Flexible Spending Account
Employee Assistance Programs
Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
Global presence and in-person collaboration opportunities; dog-friendly HQ (US)
Hybrid office-based roles and remote availability for some roles
Weekly catered breakfast and lunch
Treadmill workstations, Zen, and wellness rooms within our BRIC headquarters

Director, Enterprise RCM Client Success

Key skills