Director, Client Success

Accuity

6d•Remote

About The Position

The Director, Client Success is a senior individual contributor responsible for developing and driving the overall strategy for assigned client accounts to support client satisfaction, retention, renewal, and growth. Serving as a trusted advisor to client executives and a central point of coordination across Accuity, this role develops a comprehensive understanding of each client's priorities, needs, risks, and opportunities and translates those insights into an actionable account strategy. The Director, Client Success, leads and influences cross-functional teams without direct reporting authority to execute against client commitments and strategic objectives, establishing clear expectations, accountability, and alignment across internal stakeholders. The Director, Client Success brings together cross-functional teams to execute against client commitments and strategic objectives, establishes clear expectations and accountability, and proactively identifies risks requiring operational or leadership attention. While the role does not directly own operational performance or client ROI, it monitors relevant performance indicators, identifies trends and concerns, and engages the appropriate internal teams to drive resolution and support the overall health of the client relationship.

Requirements

Bachelor’s degree in business, Healthcare, or a related field required, however, equivalent education, training, and relevant professional experience may be considered.
Minimum of 5 years of progressive experience in healthcare revenue cycle, client success, account management, healthcare consulting, or a closely related field that is non-clinical.
Experience within Revenue Cycle, Health Information Management, Clinical Documentation Integrity, or related healthcare operations strongly preferred.
Demonstrated experience owning strategic relationships with complex healthcare clients, preferably hospitals or health systems including management of client escalations, identifying relationship or business risks, and driving issues toward resolution.
Demonstrated experience presenting to, engaging with, and influencing senior healthcare finance and revenue cycle executives, including CFOs, VPs of Revenue Cycle, and other C-suite and executive-level stakeholders responsible for revenue cycle performance.
Experience developing and executing account strategies designed to improve client satisfaction, retention, renewal, and growth.
Experience coordinating complex initiatives across multiple internal functions and stakeholders.
Demonstrated experience engaging senior and executive-level client stakeholders.
Experience using data, reporting, and performance trends to evaluate account health and inform client strategy.
Strategic Account Leadership: Develops a comprehensive view of the client relationship and translates client and business priorities into clear account strategies and actions.
Executive Communication: Communicates effectively with senior client and internal leaders and adjusts messaging appropriately for different audiences.
Relationship Management: Builds credibility and trusted relationships while navigating complex stakeholder environments.
Influence Without Authority: Creates alignment, establishes expectations, and drives accountability across cross-functional teams without relying on formal reporting relationships.
Business Judgment: Balances client needs, organizational priorities, risks, and opportunities when determining the appropriate course of action.
Problem Solving: Identifies underlying issues, engages the appropriate resources, and drives coordinated action toward resolution.
Risk Awareness: Recognizes emerging relationship, service, retention, and business risks and escalates them appropriately.
Collaboration: Works effectively across functions and brings together diverse perspectives and expertise to support client outcomes.
Accountability and Execution: Establishes clear commitments, follows through on actions, and drives progress against strategic priorities.
Organization and Prioritization: Effectively manages multiple complex client relationships, competing priorities, deadlines, and stakeholder expectations.
Adaptability: Responds effectively to evolving client needs, organizational priorities, and changing business conditions.
Remote Work Effectiveness: Operates independently and maintains strong communication, visibility, responsiveness, and collaboration in a fully remote environment.

Nice To Haves

Master’s degree in business administration, Health Administration, or a related discipline preferred.

Responsibilities

Develop and maintain a comprehensive strategy for assigned client accounts based on client priorities, business objectives, relationship dynamics, performance trends, and growth opportunities.
Drive execution of the account strategy by establishing priorities, milestones, success criteria, and clear cross-functional accountabilities.
Maintain a holistic view of account health, including client satisfaction, relationship strength, retention risk, renewal readiness, and expansion opportunities.
Anticipate changes in client needs and priorities and adjust account strategies accordingly.
Serve as the internal voice of the client while balancing client needs with Accuity's business objectives and capabilities.
Serve as a trusted advisor and primary strategic relationship partner for key client stakeholders.
Develop and maintain relationships with client leaders and executive stakeholders across appropriate functions and levels.
Establish effective client governance and communication practices that support transparency, responsiveness, and alignment.
Lead and prepare for client-facing business reviews, performance discussions, strategic meetings, and other key engagements.
Translate reporting, operational updates, and organizational initiatives into meaningful insights and communications for clients.
Manage complex or sensitive client concerns and escalations, engaging internal subject matter experts and leaders as appropriate.
Lead cross-functional coordination across Operations and other internal teams necessary to execute the account strategy and support client commitments.
Establish clear expectations, owners, timelines, and follow-up actions for initiatives affecting assigned accounts.
Drive accountability across internal stakeholders by monitoring progress, surfacing gaps, and escalating unresolved issues when necessary.
Partner with Operations to understand client needs, identify opportunities for process improvement, and align operational activities with client expectations.
Facilitate effective communication between clients and internal teams to reduce gaps, accelerate issue resolution, and maintain alignment.
Bring together the appropriate functional expertise to address complex client needs without assuming direct ownership of operational execution.
Monitor client performance indicators, service trends, and reported ROI to understand overall account health and identify issues requiring operational attention.
Proactively identify client satisfaction concerns, delivery risks, relationship risks, and other factors that may affect retention or renewal.
Escalate performance concerns to the appropriate operational teams and monitor progress toward resolution.
Identify and advance opportunities to strengthen the client relationship and expand Accuity's partnership.
Identify revenue risks and growth opportunities and communicate relevant insights to internal stakeholders.
Contribute client and account intelligence to forecasting, renewal planning, and growth pipeline activities.
Maintain awareness of relevant market and competitive dynamics that may influence client satisfaction, retention, or growth.
Develop and continuously improve client success processes, governance practices, and account management approaches.
Establish appropriate schedules, milestones, success measures, and communication structures for strategic client initiatives.
Maintain accurate and timely account documentation, action plans, risk assessments, and other relevant client information.
Identify recurring themes across client interactions and share insights that may improve Accuity's services, processes, or client experience.
Perform other job-related duties as assigned based on business needs.