Senior Director, Client Success

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

📋 Description

• Oversee the client experience strategy and enhance team performance across the entire account portfolio.

• Take ownership of strategic direction, financial outcomes, and the long-term retention of client relationships.

• Develop and implement talent management, governance, and processes for the Client Success organization.

• Collaborate with executive stakeholders, including C-suite executives, to translate market, regulatory, and competitive insights into actionable strategies.

• Ensure alignment of client roadmaps with Datavant’s corporate and Business Unit objectives.

• Direct the prioritization of high-impact initiatives, balancing financial results, operational feasibility, and client value.

• Propel business process enhancements through process engineering, AI, Business Intelligence, and partnerships with Third-Party Organizations.

• Lead, mentor, and develop Customer Success Managers (CSMs), Senior CSMs, and Managers.

• Create talent strategies, succession plans, and performance standards.

• Maintain executive relationships while managing implementations, renewals, growth, and escalations.

• Utilize expertise in healthcare, risk adjustment, and retrieval to pinpoint expansion opportunities.

• Manage the complete account portfolio to meet revenue, retention, and growth objectives.

• Collaborate with Sales, Product, Operations, and Technology leadership.

• Develop governance models and scalable frameworks throughout the Business Unit.

• Address systemic barriers and resolve high-impact issues.

• Establish KPIs and leverage analytics alongside financial insights to enhance outcomes.

• Prepare executive-level presentations and convert complex metrics into compelling narratives.

⛳️ Requirements

• A minimum of 10 years of progressive experience in client success, account management, or strategic consulting within the healthcare, health insurance, or healthcare data/technology sectors.

• At least 5 years of leadership experience managing managers or multi-tier teams.

• Extensive knowledge of Risk Adjustment and Retrieval processes, SLA frameworks, and the Payer/Provider/Vendor ecosystem.

• Familiarity with HIPAA and healthcare data privacy regulations.

• Proven experience managing relationships at the C-suite level within large, complex enterprise accounts.

• Demonstrated success in owning revenue, retention, and growth targets for a multi-million dollar portfolio.

• Experience in developing and scaling talent strategies, succession plans, and performance standards across multi-level teams.

• Strong financial literacy.

• Advanced skills in data/Business Intelligence tools such as Excel, Power BI, and SQL.

• Outstanding presentation, negotiation, and executive communication skills.

• Capability to lead through organizational change, ambiguity, and competing priorities.

• BA/BS degree or equivalent experience; an advanced degree is a plus.

• This position is not eligible for employment sponsorship.

🏝️ Benefits

• Comprehensive total rewards strategy.

• Post-offer health screenings and vaccinations as mandated by clients.

• Reasonable accommodations for individuals with physical and mental disabilities.

• Commitment to an Equal Employment Opportunity workplace.

• Optional participation in an anonymous demographic survey.