Director of Professional Services

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Lead the Professional Services team in collaboration with enterprise healthcare clients, guiding them from pre-contract support through implementation, growth, and renewal.

• Act as the executive sponsor for key strategic client relationships.

• Develop a high-performing team focused on clinical, operational, and financial outcomes.

• Create engagement methodologies, customer governance frameworks, executive business reviews, success metrics, and scalable best practices.

• Establish and sustain executive relationships across enterprise health systems and strategic accounts.

• Facilitate executive governance meetings, quarterly business reviews (QBRs), and strategic planning sessions.

• Promote customer retention, referenceability, and foster long-term partnerships.

• Build, mentor, and lead the Professional Services organization.

• Define career paths, competencies, and performance expectations.

• Conduct coaching, performance management, and talent development initiatives.

• Set operational rhythms, governance structures, and best practices.

• Oversee business reviews, customer health assessments, capacity planning, resource forecasting, and executive risk management.

• Develop playbooks, dashboards, key performance indicators (KPIs), and reporting mechanisms.

• Enhance processes, efficiency, and service delivery.

• Collect customer feedback and identify trends, risks, and opportunities for improvement.

• Collaborate with Product, Clinical Operations, and cross-functional teams on product, service, and workflow enhancements.

• Advocate for customer needs internally and spearhead initiatives to enhance adoption, satisfaction, outcomes, and partnership success.

⛳️ Requirements

• Over 10 years of leadership experience in enterprise customer engagement, professional services, customer success, consulting, or account management.

• Proven experience managing strategic customer portfolios with an annual recurring revenue (ARR) of $10 million or more.

• Progressive experience in people leadership, managing and developing both managers and individual contributors in customer-facing roles.

• Familiarity with enterprise health systems, healthcare technology, healthcare services, value-based care, or digital health.

• Demonstrated success in managing relationships with C-level stakeholders.

• Experience in scaling teams within a high-growth organization.

• Strong operational and financial insight.

• Entrepreneurial mindset with the ability to navigate high-ambiguity environments.

• Experience in SaaS and service-oriented organizations.

• Background in leading Professional Services teams.

• Knowledge of clinical workflows.

• Change management certification is desirable.

🏝️ Benefits

• Competitive compensation based on experience and contributions.

• Comprehensive medical, dental, and vision insurance for employees and their dependents at an affordable rate.

• Generous Paid Time Off: up to 35 paid days off annually.

• 12 vacation days accrued each year.

• Up to 9 sick/wellness days.

• 12 paid company holidays throughout the year.

• 2 Paid Give-Back Days.

• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.

• 401(k) plan with company matching 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 dedicated to transforming healthcare at scale.