Director, Client Success

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. 

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: $115,000 - $130,000 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, paid time off and other benefits provided in accordance with applicable law. Visit https://emsmc.com/careers/ to explore our total rewards package.  

Employees must be able to perform the essential functions of this position. Reasonable accommodations will be provided to qualified individuals with disabilities as needed to support their ability to perform these essential functions. If you require an accommodation for this position or to participate in the application process, please contact HR at humanresources@emsmc.com.

The responsibilities and duties outlined in this job description are not exhaustive and may be subject to change to meet the needs of the business. This job description is not an implied contract of employment and does not alter the at-will employment relationship.

There is no anticipated closing date for applications; The role will remain open until filled.

Applicants must be authorized to work in the United States now and in the future; this role does not offer current or future visa sponsorship.