Sr Director, Client Success

About the role

Build lasting client partnerships and deliver measurable growth across Carenet's most strategic accounts. We are hiring for a Senior Director, Client Success, who will lead a portfolio of enterprise clients and mentor a team of Client Success Directors focused on driving retention, expanding existing partnerships, and delivering exceptional customer outcomes. If you thrive in leading high-performing teams, managing complex client portfolios, and turning strategy into results, we'd love to hear from you!

Responsibilities

• Working closely with Sales, Operations, and Product, champion strategic account planning, foster executive relationships, and ensure consistent execution that strengthens client value and business performance.
• Lead multiple Client Success teams overseeing strategic client portfolios, with responsibility for retention, customer success, and revenue growth within existing accounts.
• Drive portfolio performance through renewals, client expansion, increased solution adoption, pricing optimization, and strategic account planning.
• Partner with Sales and cross-functional leaders to strengthen account governance, improve customer outcomes, and deliver sustainable business growth.
• Establish scalable operating models, governance, and performance standards to ensure consistent execution across the Client Success organization.
• Build executive client relationships, lead contract renewal strategies, develop high-performing leaders, and provide portfolio performance insights to executive leadership.

Qualifications

• Bachelor's degree required; Master's degree preferred.
• 12+ years of progressive experience in Client Success, Account Management, Healthcare Services, or related commercial leadership roles.
• 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.
• Experience leading customer growth strategies within matrixed organizations.
• Exposure to enterprise transformation, customer operating models, or commercial excellence initiatives.