Director, Client Success (Pooling)

Carenet-Health-; San Antonio (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Carenet Health is seeking a Director of Client Success to lead a portfolio of enterprise clients from its San Antonio operations. You will mentor a team of Client Success professionals dedicated to maximizing retention, expanding partnerships, and delivering measurable value from Carenet’s solutions.

The role focuses on sustainable revenue growth, strong portfolio performance, and executive-level collaboration with Sales, Operations, and Product.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 10+ years in Client Success, account management, healthcare services, or related leadership roles.
• 3–5+ years in people leadership of client-facing teams.
• Experience delivering growth and retention in complex enterprise accounts.

Responsibilities

• Lead and develop a team of Client Success Managers driving retention, outcomes, and expansion.
• Establish processes and operating rhythms to strengthen retention and portfolio performance.
• Drive revenue growth through renewals, adoption, pricing optimization, and expansion.
• Partner with Sales to align growth strategies and rules of engagement.
• Identify opportunities to expand relationships into new products and services beyond current scope.
• Lead account planning and portfolio reviews, monitor health, renewal performance, and value realization.
• Coach managers in commercial conversations, executive engagement, and issue resolution.
• Collaborate with Operations, Product, Finance, and Sales to report portfolio performance to senior leadership.

Skills

Client Success

Account Management

Healthcare Services

Leadership

Strategic Planning

Executive Stakeholders

Travel readiness

Education

Bachelor’s degree

Master’s degree

Job description

Overview

Build lasting client partnerships and deliver measurable growth across Carenet's most strategic accounts.

We are hiring for a Director, Client Success, who will 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.

If you thrive in leading high-performing teams, managing complex client portfolios, and turning strategy into results, we'd love to hear from you!

This is an onsite role in San Antonio, Texas.

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.