Director Client Outcomes - Remote US

Smile Digital Health

1d•$160,000 - $180,000•Remote

About The Position

The Director Client Outcomes leads business solutions for Smile Digital Health’s most significant US Health Insurance clients. This role is responsible for the financial health, retention, and strategic expansion of an assigned portfolio, bridging high-level business goals and successful technical deployment of Smile’s health data platforms.

Requirements

At least 8 years of experience in account management, product management, or equivalent experience working with or for payers (Health Plans).
Post-secondary education in Business or a related field, or equivalent relevant work experience.
Exceptional verbal and written communication skills, including the ability to translate technical matters for non-technical audiences.
Demonstrated ability to develop strong relationships with clients, vendors, and cross-functional teams.
Ability to drive results autonomously, assess complex matters, and escalate accordingly.
Understanding of regulatory bodies such as CMS and their business impact on payer organizations.
Functional knowledge of healthcare interoperability and FHIR standards.
Experience leading Executive Business Reviews (QBRs) focused on strategic business value beyond technical status updates.

Nice To Haves

At least 1 year of people leadership or people management experience.

Responsibilities

Drive discussions and resolve operational frictions and client relationship matters in a timely manner; escalate or report complex matters as appropriate.
Lead regular strategic reviews that connect technical delivery to client business outcomes.
Build strong relationships with client business leaders in Claims, Quality, and Member Experience.
Monitor the boundaries between contract-inclusive support and new scope, validate client needs, and use Change Orders when needed to protect profit and loss.
Collaborate with cross-functional teams, including Customer Success, to manage billable hours and prevent over-servicing that requires non-billable hours.
Collaborate with Sales to identify and qualify expansion opportunities.
Identify cross-selling and upselling opportunities within existing accounts.
Lead contract renewals and maintain a high Net Promoter Score across the payer sector.
Provide leadership with regular reporting and analyses on client status and account health.
Ensure solutions remain market-fit and gather field intelligence to help executives validate that product evolution reflects changing client requirements.
Keep up to date on industry and market trends to inform client discussions and product development.