Director, RCM Client Success

Summary

Join Modernizing Medicine (ModMed) as a Director, RCM Client Success and lead a high-performing team focused on client satisfaction and retention. You will develop scalable frameworks for service delivery, build strong client partnerships, and translate organizational goals into actionable plans. This role involves strategic oversight, talent development, and driving initiatives based on client insights. The Director will serve as a senior escalation point for complex client issues and champion customer voice initiatives. You will also create workforce planning models and support talent development, collaborating with internal teams to enhance workflows and processes. This is a fast-paced, impactful role within a growing healthcare IT company.

Requirements

• Bachelor's Degree required in a specific area of Business, Healthcare Administration, or a related field
• 10+ years of client-facing experience in RCM, SaaS, or healthcare services
• 5+ years leading client-facing teams, including experience managing managers
• Experience supporting enterprise clients or complex healthcare systems
• Have a deep knowledge of revenue cycle operations, excellent leadership and communication skills, and the ability to drive continuous improvement across a growing organization
• Proven success in building and scaling customer success frameworks
• Ability to influence and collaborate cross-functionally at all organizational levels
• Executive presence and experience communicating with C-Suite stakeholders
• Expertise in medical billing, revenue cycle processes, and healthcare delivery models
• High proficiency in Excel, data interpretation, and visual presentation of performance trends
• Strong judgment and critical thinking to guide client strategy and internal decision-making
• Demonstrated experience in managing through change and leading through ambiguity
• Exceptional communication, coaching, and storytelling abilities

Responsibilities

• Collaborate closely with executive leadership, internal stakeholders, and client senior leadership to ensure alignment of strategic goals, operational execution, and customer experience
• Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier
• Drive adoption and execution of consistent client management frameworks and standard operating procedures
• Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology
• Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust
• Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps
• Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables
• Oversee performance metrics and lead quarterly business reviews for high-value clients as needed
• Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies
• Provide strategic guidance, mentoring, and coaching to direct reports to elevate team performance and client outcomes
• Foster a culture of accountability, collaboration, and client advocacy
• Create and oversee workforce planning models to support scalable team capacity and resource allocation
• Support talent development by identifying leadership potential, creating development plans, and supporting succession planning
• Collaborate with RCM CS Operations to ensure teams are equipped with the tools, training, and data insights required for success

Preferred Qualifications

Master of Business Administration, preferred

Benefits

• Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution
• 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep
• Generous Paid Time Off and Paid Parental Leave programs
• Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs
• Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed
• Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning
• Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles
• Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters
• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind