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Director Client Outcomes - Remote US

1 day, 20 hours ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
Apply Now
Smile Digital Health

Smile Digital Health

Smile Digital Health provides cutting-edge HL7 FHIR-based clinical data repository solutions for healthcare organizations, enabling rapid digital transformation and connectivity with features like multiple FHIR versions and full text indexing.

IT Services
251-1K
Founded 2016
$20M raised
View All Jobs 12

Description

  • Resolve operational issues and client relationship matters, escalating complex concerns appropriately.
  • Lead strategic business reviews that connect technical delivery with client outcomes.
  • Build relationships with business leaders in Claims, Quality, and Member Experience.
  • Manage contract scope, identify out-of-scope work, and initiate change orders when needed.
  • Partner with Customer Success to manage billable hours and prevent over-servicing.
  • Collaborate with Sales to identify and qualify account expansion opportunities.
  • Drive cross-selling, upselling, contract renewals, and strong Net Promoter Scores across payer accounts.
  • Report on client status and account health to leadership.
  • Gather market and client intelligence to inform product evolution and maintain market-fit solutions.
  • Monitor healthcare industry trends and use insights to guide client discussions and product development.

Requirements

  • 8+ years of experience in account management, product management, or equivalent work with health insurance payers.
  • 1+ year of people leadership or management experience preferred.
  • Post-secondary education in Business or a related field, or equivalent relevant experience.
  • Exceptional verbal and written communication skills, including translating technical topics for non-technical audiences.
  • Demonstrated ability to build relationships with clients, vendors, and cross-functional teams.
  • Ability to work autonomously, drive results, assess complex matters, and escalate appropriately.
  • Understanding of regulatory bodies such as CMS and their impact on payer organizations.
  • Functional knowledge of healthcare interoperability and FHIR standards.
  • Experience leading Executive Business Reviews or QBRs focused on strategic business value.
  • Experience managing strategic client portfolios, renewals, and expansion opportunities preferred.

Benefits

  • Remote work environment.
  • Flexible time-away policy with PTO, personal days, and sick days.
  • Competitive salary with health and medical benefits.
  • RRSP/TFSA/401K employee contribution programs.
  • Life and disability coverage.
  • Employee Assistance Program.
  • FHIR study program and Skillsoft learning opportunities.
  • Inclusive workplace focused on belonging, diversity, equity, and accommodation support.

Interested in this position?

Apply directly on the company website

Apply Now

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