Director of Professional Services

Phamily • New York, NY

7h • Hybrid

About The Position

The Director of Professional Services is responsible for leading the Professional Services team that partners with enterprise healthcare customers throughout their lifecycle—from pre-contract support through implementation, growth, and renewal. This leader serves as an executive sponsor for strategic client relationships while building a high-performing team responsible for delivering measurable clinical, operational, and financial outcomes. The Director establishes engagement methodologies, customer governance, executive business reviews, success metrics, and best practices that enable the company to scale. The ideal candidate combines executive-level relationship management, healthcare technology, operations, and revenue cycle expertise, operational leadership, and a passion for building repeatable customer success programs.

Requirements

• 10+ years of leadership experience in enterprise customer engagement, professional services, customer success, consulting, or account management, overseeing strategic customer portfolios with annual recurring revenue (ARR) of $10M or more
• Progressive people leadership experience managing and developing managers and individual contributors within customer-facing organizations
• Experience working with enterprise health systems, healthcare technology, healthcare services, value-based care, or digital health experience
• Proven success managing C-level stakeholder relationships
• Experience scaling teams in a high-growth organization
• Strong operational and financial acumen

Nice To Haves

• Entrepreneurial DNA: A 'builder' mentality with the ability to operate effectively in high-ambiguity environments where processes may not be fully fleshed out
• Experience in SaaS and services organizations
• Experience leading Professional Services organizations
• Clinical workflow knowledge
• Change management certification

Responsibilities

• Build and maintain executive relationships across a portfolio of enterprise health systems and strategic accounts.
• Act as executive sponsor for high-value and at-risk customer relationships.
• Lead executive governance meetings, Quarterly Business Reviews (QBRs), and strategic planning sessions.
• Ensure customers achieve measurable clinical, operational, and financial outcomes.
• Drive customer retention, referenceability, and long-term partnerships.
• Build, coach, and lead a high-performing organization.
• Establish clear career paths, competencies, and performance expectations.
• Conduct regular coaching, performance management, and talent development.
• Establish scalable operating rhythms, governance, and best practices across the Professional Services organization.
• Lead recurring business reviews, customer health reporting, capacity planning, resource forecasting, and executive risk management.
• Develop standardized playbooks, dashboards, KPIs, and reporting to drive operational visibility and accountability.
• Continuously improve processes, efficiency, and service delivery to support a high-growth, scalable organization.
• Gather customer feedback and insights to identify trends, risks, and opportunities for improvement.
• Partner with Product, Clinical Operations, and cross-functional teams to influence product, service, and workflow enhancements.
• Serve as the internal advocate for customer needs, ensuring customer insights inform strategic decisions.
• Drive initiatives that improve customer adoption, satisfaction, outcomes, and long-term partnership success.

Benefits

• Competitive compensation based on experience and impact
• Comprehensive medical, dental, and vision coverage for employees and dependents at a low cost
• Generous Paid Time Off: up to 35 paid days off each year so you can recharge, recover, and give back, including: 12 vacation days accrued annually for rest, travel, and personal time, Up to 9 sick/wellness days to prioritize your health and well-being, 12 paid company holidays throughout the year, 2 Paid Give-Back Days to volunteer and make a meaningful impact in the communities you care about
• HSA and FSA account options
• 401(k) with company match after 6 months of full-time employment
• 100% match on the first 3% contributed, and 50% match on the next 2% contributed
• A collaborative, mission-driven team helping transform healthcare at scale

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed