Director, Client Success

Position Summary

The Director, Client Success is responsible for managing and growing client relationships through hands-on partnership and collaboration with both EnableComp operations and sales leadership. This role focuses on delivering exceptional service, aligning client expectations with internal capabilities, and driving satisfaction and retention through consistent, proactive communication.

The Director acts as an extension of the client, translating needs into actionable plans, resolving challenges, and identifying opportunities to enhance performance and expand market share through consistent service that exceeds client expectations.

Key Responsibilities

Participate in the entirety of the Client Lifecycle, including the sales process, implementations, project go-lives, business reviews, and identify additional cross-sell opportunities.

Oversee Client Success activities for designated clients.

Communicate and coordinate with EnableComp Leadership to ensure all job duties are executed professionally and timely.

Act as an “ambassador” for a fast-paced, detail-oriented supportive team by facilitating friendly, courteous, efficient, and well-presented service to assigned clients.

Manage KPI metrics, including customer surveys, scoring, and client retention goals.

Review, understand, and track assigned client’s performance goals, meeting regularly to review status and progress, emphasizing EnableComp’s value proposition and ROI across product lines.

Generate EnableComp’s monthly and quarterly reporting packages, deliver them to assigned clients timely, and ensure they reflect pertinent metrics and benchmarks.

Collaborate with internal teams to develop and implement client-specific strategies and action plans for communication, resolution of open items, and maximization of current and future revenue, including cross-sell opportunities.

Work closely with IT and Product Support teams on file corrections, updates, and automation.

Schedule and attend regular meetings or conference calls with assigned clients to discuss status and reports, ensuring appropriate EnableComp team member contributions.

Develop agendas, presentation materials, create meeting summaries, and generate meeting deliverables.

Assist Implementation with roll-out of any process update/rollout initiatives and manage client deliverables post-implementation.

Manage and control client obligations, maintaining a high level of customer satisfaction across the organization.

Participate in internal client account review meetings (sales forecast, at-risk, etc.).

Use independent judgment and discretion in responsibilities detailed above.

Other duties as required.

Requirements & Qualifications

A Bachelor’s Degree in Business, Sales/Marketing, or a related field.

7-10 years of demonstrated experience in account management in the healthcare technology industry, specifically engaging in hospital revenue cycle management.

Equivalent combination of education and experience will be considered.

Experience with claims billing and IT/EDI systems preferred.

Experience with CRM software (e.g., Salesforce).

Strong computer proficiency and understanding of basic office applications, including MS Office (Word, Excel, and Outlook).

Key Considerations & Prerequisites

Effective polished professional presentation skills for developing and communicating analytics, results, and ROI to all stakeholders.

Strong passion for serving the needs and expectations of the client.

Must be a self-starter and able to work independently as well as partner and collaborate with internal departments and leaders.

Excellent written and oral communication skills to communicate with internal stakeholders and external clients.

Demonstrated experience managing stressful situations effectively through difficult conversations, communicating obstacles, challenges, and developing action plans.

Demonstrates a consultative relationship style both internally and externally; is a team player with a positive-can-do attitude.

Strong analysis and problem-solving skills.

Must be able to manage conflicting priorities while being extremely adaptable and flexible.

Up to 30% travel required.