Director of Client Success

Prevounce Health • Indianapolis, IN

8d

About The Position

The Director of Client Success plays a strategic and operational leadership role across Prevounce’s SaaS remote care management platform and clinical care management services. Reporting to the VP of Operations, the Director leads Client Success Account Managers and Support Specialists to support rapid client onboarding, long-term retention, account expansion, and clinical compliance across Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Advanced Primary Care Management (APCM).

The role combines account strategy with clinical governance, bridging software technology, device logistics, EMR integration workflows, and frontline care management operations. The Director oversees onboarding, executive relationships with enterprise clients, account growth, retention and risk mitigation, and team performance. The position also collaborates with Sales, Engineering, and Product to identify client needs and inform platform improvements.

Requirements

• Master’s degree in Healthcare Administration or Business Administration (MHA/MBA), or an equivalent healthcare degree.
• At least 5 years of leadership experience in Client Success, Account Management, or Clinical Operations within digital health, SaaS, or remote patient care industries.
• Deep operational understanding of Medicare RPM, CCM, and APCM clinical requirements, documentation, and billing codes.
• Knowledge of EMR workflows, including Epic, eClinicalWorks, Cerner, NextGen, or Athena.
• Proven experience managing and coaching teams, setting KPIs, conducting quarterly performance reviews, and managing leadership transitions.
• Hands-on experience with Google Workspace, Zendesk, Dialpad, HubSpot, and AI platforms.
• Willingness to travel 25%.

Responsibilities

• Oversee and continually optimize the end-to-end client onboarding lifecycle, from contract sign-off through go-live.
• Lead executive relationship management, account strategy, and strategic reviews for enterprise accounts, health systems, and high-touch practices.
• Identify account upsell and revenue expansion opportunities, including APCM, RPM/CCM dual enrollment, and adoption of platform features.
• Review client success dashboards, Zendesk and Dialpad support metrics, and utilization reports; develop intervention plans for accounts with low engagement or minimum-spend deficits.
• Manage, mentor, and evaluate Account Managers, Customer Support Specialists, and Operations Leads.
• Collaborate with Sales to proactively identify account needs.
• Collaborate with Engineering and Product on platform feedback, feature releases, and bug tracking.
• Set and monitor KPIs, including time-to-value, onboarding milestones, support resolution times, customer satisfaction, and retention targets.
• Foster transparency, clear expectations, professional development, and collaborative teamwork.

What This Job Offers

• Job Type: Full-time
• Career Level: Director