[Hiring] Director of Client Success @Prevounce Health

Role Description

The Director of Client Success plays a pivotal strategic and operational leadership role across Prevounce's SaaS remote care management platform and clinical care management services. Reporting directly to the VP of Operations, this position leads Client Success Account Managers and Support Specialists to ensure:

• Rapid client onboarding
• Long-term retention
• Account expansion
• Strict clinical compliance across Remote Patient Monitoring (RPM), Chronic Care Management (CCM), and Advanced Primary Care Management (APCM)

Combining high-level account strategy with clinical governance, the Director bridges software technology, device logistics, EMR integration workflows, and frontline care management operations. The ideal candidate is someone with extensive experience leading customer success teams in digital health or health-tech, managing enterprise level health systems, and driving revenue retention.

Qualifications

• Master’s in Healthcare Administration or Business Administration (MHA/MBA), or equivalent healthcare degree.
• 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 (Epic, eClinicalWorks, Cerner, NextGen, 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%

Requirements

• Oversee and continually optimize the end-to-end client onboarding lifecycle from contract sign-off to go-live, maintaining a specific target launch threshold.
• Lead executive relationship management, strategy, and strategic reviews for key enterprise accounts, health systems, and high-touch practices.
• Identify account upsell and revenue expansion opportunities (e.g., introducing APCM, expanding RPM/CCM dual-enrollment, and driving adoption of the latest platform features).
• Audit client success dashboards, Zendesk/Dialpad support metrics, and utilization reports; formulate proactive intervention plans for accounts experiencing lower engagement or minimum spend deficits.
• Manage, mentor, and evaluate direct reports including Account Managers, Customer Support Specialists, and Operations Leads.
• Collaborate with Sales to proactively identify account needs and Engineering/Product on platform feedback, feature releases, and bug tracking.

Benefits

• Executive communication and relationship building capabilities.
• Data-driven and KPI focused approach.
• Strategic problem solving and adaptability.
• Leadership accountability fostering an environment of transparency and teamwork.