WE’RE HIRING | DIRECTOR OF CLIENT SUCCESS
Lead Strategic Partnerships. Drive Client Growth. Shape Exceptional Healthcare Delivery.
Cliniqon is looking for an accomplished Director of Client Success to lead strategic client relationships, oversee service delivery, and drive long-term account growth across our healthcare portfolio.
This is a high-impact leadership role for a client-focused executive who understands U.S. healthcare operations and can build trusted relationships with agency leaders and C-suite stakeholders while ensuring operational excellence behind the scenes.
WHAT YOU’LL DO
As the Director of Client Success, you will be accountable for the following essential responsibilities:
Strategic Account Management & Executive Partnerships
- Serve as the primary executive sponsor and trusted advisor for key client accounts, fostering long-term relationships with agency leadership and C-suite stakeholders
- Align Cliniqon’s capabilities with each agency’s overarching business objectives to ensure long-term value creation, strategic alignment, and retention
- Conduct regular Executive Steering Meetings and Strategic Business Reviews (SBRs) to report on health metrics, strategic roadmaps, and business outcomes
Service Delivery Oversight & Strategic Operations
- Oversee the end-to-end operational success, compliance, and quality of coding services delivered to client accounts.
- Collaborate with internal executive leadership across Operations, QA, Workforce, and Training to ensure operational execution aligns with high-level client SLAs and benchmarks
- Drive portfolio-wide process enhancements and workflow optimizations to eliminate systemic bottlenecks and improve overall service delivery efficiency
Performance Monitoring & Portfolio Health
- Establish and monitor top-tier performance framework metrics, including coding accuracy, productivity, turn-around time (TAT), and SLA compliance to guarantee account health
- Analyze macro-level performance trends and operational data to proactively identify risks, mitigate client churn, and drive continuous improvement strategies
- Partner with internal Quality Assurance and Operational Leadership to institute root-cause analyses and corrective action frameworks when service deviations occur
Executive Escalation & Compliance Governance
- Act as the final internal escalation point for critical operational issues, resolving high-stakes challenges with speed, diplomacy, and accountability
- Enforce rigorous oversight around HIPAA, data security, and regulatory compliance standards across all client-facing operations and communications
- Mobilize internal cross-functional resources to ensure rapid, definitive resolution of complex client requests and high-priority inquiries
Retention, Portfolio Growth & Client Advocacy
- Champion the "Voice of the Client" internally, translating client feedback into actionable service updates, technology enhancements, and operational improvements
- Drive organic portfolio growth by identifying upsell and cross-sell opportunities within existing accounts in collaboration with executive management
- Maximize client lifetime value (LTV) and secure ongoing contract renewals by consistently exceeding performance benchmarks and demonstrating measurable return on investment
WHAT WE’RE LOOKING FOR
- Bachelor’s degree in Business, Healthcare Administration, Management, or a related field
- 8+ years of experience in client success, account management, healthcare operations, RCM, medical coding, or related healthcare services
- 3+ years in a senior leadership/director-level role, preferably supporting U.S. healthcare clients
- Proven experience managing U.S. healthcare accounts and executive/C-suite relationships
- Strong understanding of healthcare operations, medical coding/RCM, SLAs, KPIs, quality, and client performance metrics
- Demonstrated success in client retention, renewals, executive escalations, upselling, and account growth
- Strong knowledge of HIPAA, PHI, and U.S. healthcare compliance requirements
- Excellent communication, presentation, negotiation, analytical, and problem-solving skills
- Proven ability to lead cross-functional teams and manage multiple strategic accounts simultaneously
WHY THIS ROLE?
This is more than a traditional client success position. You’ll have the opportunity to influence strategy, strengthen executive partnerships, improve healthcare service delivery, and directly contribute to client growth and retention.
If you’re a strategic healthcare leader who knows how to turn client relationships + operational excellence + data-driven insights into lasting business outcomes, we’d love to hear from you.
Interested? Send your updated resume to:
[email protected]
Application Question(s):
- Do you have 8+ years of experience in client success, account management, healthcare operations, RCM, medical coding, or a related healthcare services field?
- Do you have at least 3 years of experience in a senior leadership or Director-level role supporting U.S. healthcare clients?
- Do you have proven experience managing U.S. healthcare accounts and building relationships with agency leaders or C-suite executives?
- Do you have strong knowledge of healthcare operations, medical coding/RCM, KPIs, SLAs, quality metrics, and performance management?
- Do you have experience with HIPAA/PHI compliance, executive escalations, client retention, contract renewals, and identifying account growth opportunities?
Work Location: Remote
