Senior Director, Quality & Client Success (Healthcare Consulting)

Sellers Dorsey

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About The Position

Sellers Dorsey is seeking a Senior Director, Quality & Client Success who will provide enterprise-level leadership for Sellers Dorsey’s Quality Advisory and Client Success functions, ensuring clients realize measurable, sustained value from the firm’s platforms, analytics, and advisory services. As the Senior Director, Quality & Client Success, you will own the end-to-end client lifecycle—from solution design and advisory delivery through adoption, value realization, retention, and expansion—while scaling market-ready Quality Advisory offerings and a best-in-class Client Success operating model. Partnering closely with executive leadership and cross-functional teams (Sales/Business Development, Product, Analytics, Regions, and Constyn Client Success), you will drive integration, operational excellence, and client outcomes, positioning Quality & Client Success as a strategic growth engine for the firm.

Requirements

• Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field. Advanced degree preferred.
• 12–15+ years of experience in Client Success, Customer Success, Account Management, or Professional Services.
• 5+ years in senior leadership roles managing managers and multi-disciplinary teams.
• Experience in healthcare, healthcare SaaS, analytics, or consulting environments.
• Demonstrated ownership of retention, renewals, expansion support, and executive client relationships.
• Deep understanding of healthcare quality measurement, performance improvement, and value-based care.
• Executive‑level client presence and communication.
• Strong people leadership and organizational design skills.
• Data‑driven decision‑making and performance management.
• Ability to translate complex analytics or technology into client value.
• Comfort operating in matrixed, fast‑growth environments.
• Proficiency with MS Word, Excel, PowerPoint, and collaboration tools.
• Ability to travel as needed.

Nice To Haves

• Experience leading Client Success in a scaling organization preferred.
• Exposure to technical solutioning, enablement, or pre‑sales engineering preferred.
• Experience partnering closely with Sales and Product organizations preferred.
• Experience with CRM tools, project tracking tools (e.g., Smartsheet), or client success platforms preferred.

Responsibilities

• Contribute to and execute the integrated Quality Advisory and Client Success strategy across platforms, analytics, and services.
• Establish clear success definitions, client tiering, engagement models, and advisory pathways aligned to client segments.
• Maintain executive accountability for client satisfaction, retention, renewals, and advocacy.
• Serve as executive sponsor for priority or at-risk clients, ensuring rapid issue resolution and value realization.
• Lead and develop a high performing Quality & Client Success leadership team (Directors, Managers, and technical roles).
• Set expectations, performance metrics, and development plans across the function.
• Standardize and scale QBRs as a core protocol across the client portfolio, leveraging them as both a client servicing discipline and an internal accountability mechanism that drives retention, identifies expansion opportunities and surfaces insights for cross-functional improvement.
• Foster a customer centric, data driven, and collaborative culture.
• Operationalize and continuously refine Quality Advisory offerings, scopes, playbooks, and delivery models.
• Ensure consistent, high-quality execution of engagements with measurable outcomes.
• Oversee engagement governance, financials, utilization, and margins.
• Partner with Analytics to embed data-enabled insights into advisory delivery.
• Design and operationalize a structured client lifecycle framework spanning onboarding, adoptions, ongoing engagement and value realization, with defined milestones, success criteria and escalation pathways by client segment.
• Ensure clients fully adopt and leverage Sellers Dorsey solutions to achieve outcomes.
• Translate analytics and advisory insights into compelling client value narratives and program impact stories that support both client retention and firm growth.
• Establish and own KPIs across client health, adoption, retention, NPS, utilization, and time-to-value; collaborate with analytics team to build reporting infrastructure that demonstrates measurable outcomes
• Serve as the Voice of the Client across Product, Analytics, Quality Advisory, and Sales
• Drive continuous improvement through feedback loops and operational rigor
• Partner with Sales/Business Development on solutioning, proposals, renewals, and expansions.
• Support complex deals, executive conversations, demos, and RFPs.
• Ensure seamless handoffs from sales to delivery to steady-state client success.

Benefits

• The successful candidate (and their eligible dependents) will be eligible to enroll in group healthcare plans that offer medical, dental, and vision and for insurance plans offering short term disability, long term disability, and basic life.
• Employees are also able to enroll in Sellers Dorsey’s 401k plan provided they meet plan requirements.
• Sellers Dorsey offers a Flexible Time Off that allows employees to use what they need.
• Additionally, we offer 10 paid holidays throughout the calendar year, paid time off for qualifying medical leave, and up to 12 weeks of combined paid parental and bonding leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees