Director of Client Success, Enterprise

Office Ally

1d•$120,000 - $130,000

About The Position

The Director of Enterprise Client Success is responsible for defining and executing the strategic vision for Office Ally's enterprise customer success function. This role leads a team of Senior Managers, Client Success Managers, and Senior CSMs serving health system and enterprise clients, with accountability for retention, growth, and long-term client outcomes. As a recognized subject matter expert in Revenue Cycle Management—with deep expertise in Public Benefits and Patient Access—the Director brings a technical command of HIS platforms and ADT integrations to both client engagements and internal product strategy. Reporting to the VP of Product, Enterprise Solutions, the Director serves as a key cross-functional leader ensuring that enterprise client needs shape product direction, operational design, and organizational capability.

Requirements

Bachelor's degree in Business, Healthcare Administration, Health Information Management, or a related field
10+ years of progressive experience in customer success, healthcare IT, or client services
4+ years in a senior leadership role managing managers
Demonstrated subject matter expertise in Revenue Cycle Management with a focus on Public Benefits, Patient Access, eligibility, and payer enrollment processes within health system environments
Hands-on experience with HIS platforms (e.g., Epic, Cerner, MEDITECH, or equivalent enterprise systems) and ADT interface environments (including HL7 messaging and integration troubleshooting)
Track record of strategic product partnership, including roadmap influence and cross-functional program leadership
Experience with enterprise CRM and CSP platforms (e.g., Salesforce, Gainsight)
Ability to leverage data and analytics tools supporting executive-level KPI reporting
Demonstrated ability to manage complex projects and programs using PMO-level methodologies and best practices

Nice To Haves

Master's degree or equivalent executive experience preferred
Formal or applied experience leading organizational change management within enterprise client environments during system transitions, including multi-department stakeholder alignment, executive communication plans, and long-term adoption measurement beyond go-live
Experience managing multi-site or Integrated Delivery Network (IDN) relationships at scale, including executive sponsorship development, C-suite engagement, and navigating complex enterprise procurement, legal, and IT security review cycles
Working knowledge of HIPAA, 42 CFR Part 2, state-specific data privacy regulations, CMS billing and reimbursement policy, and federal/state public benefit program requirements
Relevant certifications such as CRCR (Certified Revenue Cycle Representative), PMP, CHFP (Certified Healthcare Financial Professional), and/or HL7/FHIR certifications

Responsibilities

Directly manage and develop a team of Senior Managers, Client Success Managers, and/or Senior CSMs; set clear performance expectations, provide ongoing coaching, and foster a high-performance culture centered on client outcomes and accountability.
Define and own the enterprise client success strategy, including onboarding frameworks, engagement models, health scoring, and success planning methodologies that align with company revenue and retention objectives.
Serve as the enterprise SME for Revenue Cycle Management, with applied expertise in Public Benefits, Patient Access, and payer-facing workflows; advise clients and internal stakeholders on best practices and workflow optimization.
Bring technical depth in HIS ecosystems and ADT interface architecture to client escalations, solution design, and partnership with implementation and product engineering teams.
Partner at a strategic level with the VP of Product, Enterprise Solutions to influence the enterprise product roadmap, advocate for client-driven feature priorities, and align success initiatives with product release cycles.
Oversee complex, enterprise-wide project portfolios spanning implementation, expansion, and transformation programs; establish PMO-aligned governance, resource planning, and delivery standards.
Collaborate with Sales leadership on enterprise pipeline, renewal strategy, and expansion plays; establish shared accountability for NRR, GRR, and upsell targets.
Build and maintain an executive-level reporting structure covering NPS, retention, time-to-value, health scores, and team performance; present quarterly business reviews to senior leadership.
Champion the voice of the enterprise customer across the organization; lead initiatives to synthesize client insights into actionable product, process, and service improvements.
Evaluate, implement, and optimize the tools and technologies powering the enterprise success function, including CRM, CSP, and analytics platforms.