Director, Client Success

Build lasting client partnerships and deliver measurable growth across Carenet's most strategic accounts. Lead a portfolio of enterprise clients and mentor a team of Client Success professionals focused on maximizing client retention, expanding existing partnerships, and strengthening long-term strategic relationships. This leader will ensure clients realize measurable value from Carenet’s solutions while driving sustainable revenue growth, consistent client outcomes, and strong portfolio performance.

Responsibilities

• Lead and develop a team of Client Success Managers responsible for driving client retention, customer outcomes, and expansion across assigned portfolios.
• Establish effective processes, operating rhythms, and account management practices that strengthen retention, growth execution, and portfolio performance.
• Drive revenue growth within existing accounts through renewals, increased adoption, pricing optimization, and expansion of products and services.
• Partner closely with Sales leadership to develop coordinated customer growth strategies and clear rules of engagement between Client Success and Sales.
• Identify, qualify, and facilitate opportunities to expand relationships into new products, client divisions, and solution areas beyond the current engagement scope.
• Lead account planning and portfolio reviews while monitoring customer health, Net Revenue Retention, renewal performance, and value realization.
• Coach Client Success Managers in commercial conversations, account growth strategies, executive engagement, and effective resolution of escalated client issues.
• Collaborate with Operations, Product, Finance, and Sales to strengthen customer outcomes and present portfolio performance, customer insights, and growth results to senior leadership.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 10+ years of progressive experience in Client Success, Account Management, Healthcare Services, or related commercial leadership roles.
• Minimum 3–5 years of people leadership experience leading client-facing teams.
• Demonstrated success leading leaders and managing strategic client portfolios with revenue accountability.
• Proven experience delivering growth and retention outcomes across complex enterprise accounts in a BPO environment.
• Strong financial and business acumen including portfolio performance and commercial decision-making.
• Experience partnering with executive stakeholders and influencing enterprise decisions.
• Ability to build scalable operating models, governance processes, and organizational capabilities.
• Exceptional communication, executive presence, and stakeholder management skills.
• Strong analytical and strategic planning capabilities.
• Ability to travel up to 50% as needed to support client relationships, business objectives, leadership activities, and organizational priorities.

Preferred

• Healthcare, payer, provider, or health services experience.
• Exposure to contract management, pricing strategy, or revenue operations.
• Experience leading transformation, process improvement, or client experience initiatives.

This is an onsite role in San Antonio, Texas.