[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. TimeDoc Health is a leader in virtual care management programs, providing innovative solutions for healthcare providers. The Client Success Director will be responsible for managing key client relationships, ensuring successful implementation of services, and driving client satisfaction and growth.ResponsibilitiesLead implementation of TimeDoc software and services for new clients, including FQHCs, primary care groups, multi-specialty practices, and health systemsOwn and manage a portfolio of mid-market and strategic accounts across software and services segmentsBuild and maintain high levels of client engagement, satisfaction, and program buy-inDefine and execute a tailored growth strategy for each account, including program expansion and adoption of additional product offeringsPartner with internal teams to resolve client concerns promptly and effectivelyIdentify and manage client escalations; develop proactive, data-informed solutions to mitigate churn riskMaintain accurate, up-to-date client health records and activity logs within the CRMDevelop and maintain deep expertise in TimeDoc’s full product suite, including APCM, CCM, RPM, and BHI programsEffectively communicate product features, workflows, and clinical benefits to clients and their care teamsEnsure software clients are actively utilizing key product features to maximize program outcomes and revenue captureLeverage AI-powered tools and analytics to identify trends, surface insights, and drive proactive client engagementProactively identify expansion and upsell opportunities based on client needs, program performance data, and goalsCollaborate with the sales team to develop and execute strategic upsell plansTrack and report upsell pipeline and results within the CRM; contribute to revenue forecastingSkills3–5 years of experience in healthcare, healthtech SaaS, or a combination of implementation, client success, and account managementStrong, working knowledge of the healthcare sector: its regulatory environment, reimbursement models, care delivery trends, and the ability to apply that knowledge to client conversationsDemonstrated, measurable success managing a portfolio of software and/or service accounts — including retention, expansion, and satisfaction metricsProven ability to influence and build relationships across multiple levels of a client organization, from frontline clinical staff to C-suite executivesExcellent presentation, communication, and written skills; comfort presenting to both clinical and administrative audiencesProcess-oriented mindset with strong problem-solving skills and a willingness to operate in a fast-paced, evolving environmentGenuine care for client outcomes, patient health, and team collaborationProficiency with Google Suite, Salesforce or comparable CRM, and BI dashboards; experience with AI-assisted productivity tools is a plusBenefitsBase salary plus performance-based incentives tied to client retention and growth.Medical, dental, vision, PTO, paid holidays, 401(k), and more.A vibrant, supportive community that values personal connection and professional growth — whether remote or in-person.As we scale, we are committed to promoting from within. Your professional development matters to us.Company OverviewTimeDoc helps healthcare organizations manage and coordinate care for their chronic disease patients. It was founded in 2015, and is headquartered in Chicago, Illinois, USA, with a workforce of 51-200 employees. Its website is https://timedochealth.com/.