Customer Success Director

TimeDoc Health; United States; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive Compensation

Collaborative, Inclusive Culture

Career Growth

Mission-Driven Work

Job summary

TimeDoc Health is seeking a Client Success Director who will spearhead the implementation of software and services to ensure strong client relationships. This role involves managing a portfolio of accounts, driving engagement, and facilitating client growth strategies.

The ideal candidate will have 3–5 years of experience in healthtech and a proven track record of client success. Key skills include strategic thinking and relationship management, along with proficiency in Google Suite and Salesforce.

Competitive compensation and opportunities for career growth are offered within our inclusive work culture.

Qualifications

• 3–5 years of experience in healthcare or healthtech SaaS.
• Strong knowledge of healthcare sector regulatory environment.
• Success in managing software and service accounts.
• Ability to influence across client organization levels.
• Excellent presentation and communication skills.
• Willingness to work in a fast-paced, evolving environment.

Responsibilities

• Lead implementation of software and services for clients.
• Manage mid-market and strategic accounts portfolio.
• Build and maintain client engagement and satisfaction.
• Define and execute growth strategies for each account.
• Ensure clients utilize key product features for outcomes.

Skills

Strategic Thinking

Executive Presence

Presentation Excellence

Solution Orientation

Execution & Follow-Through

Results-Driven Accountability

Relationship Building

Consultative Approach

Negotiation & Influence

Business Acumen

Tools

Google Suite

Salesforce

BI dashboards

AI-assisted productivity tools

Job description

Founded in 2015, TimeDoc Health is a leader in virtual care management programs - one of the largest and fastest-growing markets in healthcare. Our solutions portfolio includes Advanced Primary Care Management (APCM), Chronic Care Management (CCM), Remote Patient Monitoring (RPM), and Behavioral Health Integration (BHI). We enable providers to deliver truly continuous, comprehensive care by helping them establish care management programs for patients with chronic and behavioral health conditions.

Our solutions combine a care management SaaS platform, remote patient monitoring devices, and virtual care management services to provide the personal touch often missing in healthcare. Since our inception we have supported more than 2 Million unique patients and delivered more than 3 Million hours of chronic care support.

THE ROLE

The Client Success Director plays a critical role in the implementation of TimeDoc’s software and services and the ongoing management of key client relationships. This individual will coordinate across internal teams and external stakeholders to ensure healthy, long-term partnerships and help clients achieve their clinical and revenue goals.

Reporting to the Sr. Director of Client Success as part of the Go-To-Market team, this role is ideal for a client-focused professional who is ready to roll up their sleeves, help build a world-class client experience, and grow with us as we scale.

CORE COMPETENCIES

• Strategic Thinking. Leverages knowledge of industry and market trends to develop long-term, vision-aligned strategies and business plans. Adapts approaches as conditions evolve.
• Executive Presence. Projects confidence, credibility, and influence. Communicates clearly and effectively, building trust with clients at all organizational levels.
• Presentation Excellence. Presents TimeDoc service offerings in an engaging, professional manner. Tailors messaging to the priorities and context of each client.
• Solution Orientation. Applies a deep understanding of client needs to effectively position TimeDoc’s solutions. Connects product capabilities directly to client outcomes.
• Execution & Follow-Through. Delivers on commitments consistently; communicates proactively when timelines are at risk. Achieves expected results with minimal supervision.
• Results-Driven Accountability. Takes personal ownership of client outcomes and business results. Consistently meets or exceeds performance expectations; keeps focus on delivering measurable client value.
• Relationship Building. Cultivates trusted, long‑term partnerships with client stakeholders. Understands that strong relationships are foundational to retention, expansion, and advocacy.
• Consultative Approach. Gains a deep understanding of customer business objectives, constraints, and success metrics. Creates value-added solutions and helps clients understand downstream implications of key decisions.
• Negotiation & Influence. Engages in effective persuasion and conflict resolution to achieve mutually beneficial outcomes. Seeks win‑win solutions and navigates competing priorities with diplomacy.
• Business Acumen. Understands how healthcare organizations operate and make decisions. Stays current on market trends, policy changes, and emerging technologies that affect clients.

RESPONSIBILITIES

Client Relationship Management

• Lead implementation of TimeDoc software and services for new clients, including FQHCs, primary care groups, multi-specialty practices, and health systems.
• Own and manage a portfolio of mid‑market and strategic accounts across software and services segments.
• Build and maintain high levels of client engagement, satisfaction, and program buy‑in.
• Define and execute a tailored growth strategy for each account, including program expansion and adoption of additional product offerings.
• Partner with internal teams to resolve client concerns promptly and effectively.
• Identify and manage client escalations; develop proactive, data-informed solutions to mitigate churn risk.
• Maintain accurate, up‑to‑date client health records and activity logs within the CRM.

Product & Service Expertise

• Develop and maintain deep expertise in TimeDoc’s full product suite, including APCM, CCM, RPM, and BHI programs.
• Effectively communicate product features, workflows, and clinical benefits to clients and their care teams.
• Ensure software clients are actively utilizing key product features to maximize program outcomes and revenue capture.
• Leverage AI‑powered tools and analytics to identify trends, surface insights, and drive proactive client engagement.

Growth & Upsell Execution

• Proactively identify expansion and upsell opportunities based on client needs, program performance data, and goals.
• Collaborate with the sales team to develop and execute strategic upsell plans.
• Track and report upsell pipeline and results within the CRM; contribute to revenue forecasting.

REQUIREMENTS

• 3–5 years of experience in healthcare, healthtech SaaS, or a combination of implementation, client success, and account management.
• Strong, working knowledge of the healthcare sector: its regulatory environment, reimbursement models, care delivery trends, and the ability to apply that knowledge to client conversations.
• Demonstrated, measurable success managing a portfolio of software and/or service accounts — including retention, expansion, and satisfaction metrics.
• Proven ability to influence and build relationships across multiple levels of a client organization, from frontline clinical staff to C‑suite executives.
• Excellent presentation, communication, and written skills; comfort presenting to both clinical and administrative audiences.
• Process‑oriented mindset with strong problem‑solving skills and a willingness to operate in a fast‑paced, evolving environment.
• Genuine care for client outcomes, patient health, and team collaboration.
• Proficiency with Google Suite, Salesforce or comparable CRM, and BI dashboards; experience with AI‑assisted productivity tools is a plus.

WHAT WE OFFER

• Competitive Compensation: Base salary plus performance-based incentives tied to client retention and growth.
• A Collaborative, Inclusive Culture: A vibrant, supportive community that values personal connection and professional growth — whether remote or in‑person.
• Career Growth: As we scale, we are committed to promoting from within. Your professional development matters to us.
• Growth Mindset: Join a team driven by Grit, Results, and Openness. We encourage passion, perseverance, and transparency in everything we do.
• Mission-Driven Work: Be part of a company that is actively improving healthcare outcomes and keeping patients healthier and out of the hospital.

EQUAL OPPORTUNITY STATEMENT

TimeDoc Health is an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination and harassment. We embrace diversity and inclusion, and welcome applicants of all backgrounds.