Sr. Director, Client Management

therapybrands; United States; On-site; USD 180,000 - 260,000; Full time

Job summary

Ensora Health seeks a Sr. Director of Client Success to lead enterprise SaaS implementation, client education, and client success management.

This role operates with autonomy, guiding service strategy and global scalability while driving client retention and satisfaction across the lifecycle. You will partner with Product and Sales to optimize customer outcomes, govern KPIs, and oversee budgets and resources for global teams.

Qualifications

• Bachelor's degree or equivalent; Master's preferred.
• 12+ years in SaaS implementation, customer support, or customer success.
• 6+ years leading enterprise-level initiatives and cross-functional teams.
• Proven track record scaling global CS or service operations.
• Strong financial acumen with experience managing multi-functional budgets.
• Experience influencing enterprise strategy with executive stakeholders.

Responsibilities

• Define and evolve enterprise-wide client management strategy and operating models.
• Align global implementation, support, and education with growth objectives.
• Establish governance frameworks, KPIs, and performance benchmarks.
• Lead executive-level client engagement and escalation management.
• Oversee budgeting, forecasting, and resource planning across client-facing functions.
• Drive onboarding, service delivery, and renewal strategies to improve retention.
• Partner with Product and Sales to optimize customer lifecycle outcomes.
• Represent client success priorities in executive forums.
• Enable scalable performance across global teams through strong leadership.

Skills

Strategic Vision

Stakeholder Influence

People Leadership

Global Operations Management

Enterprise Customer Success

Innovation Leadership

Executive Collaboration

Education

Bachelor's degree or equivalent experience

Master's degree preferred

Job description

Ensora Health is the leading provider of software and services for mental and behavioral health therapists, trusted by over 200,000 individual providers and more than 28,000 practices. Our unmatched expertise, partnership, and breadth of products allow us to fine-tune solutions that meet the specific needs of everyone from solo practitioners to larger practices. With AI-enabled solutions that span practice management to electronic medical records and e-prescribing to billing, we help eliminate administrative complexity and create harmony between therapists, their clients, and the whole healthcare community.

Job Description

The Sr. Director, Client Success defines and leads the enterprise strategy for SaaS implementation, customer education, and client success management. This role operates with significant autonomy and organizational influence, shaping long-term service strategy, enabling global scalability, and driving strong client retention and satisfaction outcomes. By partnering cross-functionally and engaging at the executive level, this leader ensures a seamless, high-impact client experience across the entire lifecycle.

What You'll Do

• Define and evolve enterprise-wide client management strategy, service standards, and operating models
• Align global implementation, support, and education functions with broader business growth objectives
• Establish governance frameworks, KPIs, and performance benchmarks to measure success and drive accountability
• Lead executive-level client engagement, including strategic relationships and escalation management
• Oversee budgeting, forecasting, and resource planning across client-facing functions
• Drive innovation in onboarding, service delivery, and renewal strategies to improve retention and expansion
• Partner with Product and Sales leadership to optimize customer lifecycle outcomes and ensure voice-of-customer alignment
• Represent client success priorities in executive forums and influence enterprise decision-making
• Enable consistent, scalable performance across global teams through strong operational leadership

What You Bring

• Bachelor's degree or equivalent experience; Master's degree preferred
• 12+ years of experience in SaaS implementation, customer support, or customer success
• 6+ years of experience leading enterprise-level initiatives and cross-functional teams
• Proven track record of scaling global customer success or service operations
• Strong financial acumen with experience managing multi-functional budgets
• Demonstrated success influencing enterprise strategy and engaging with executive stakeholders
• Experience managing complex, integrated SaaS client portfolios

Key Skills:

• Strategic Vision: Defines long-term priorities that position the organization for sustainable growth
• Stakeholder Influence: Anticipates external factors and drives organizational outcomes
• People Leadership: Coaches and develops senior leaders while fostering an inclusive culture
• Global Operations Management: Leads distributed teams with consistent performance standards
• Enterprise Customer Success: Shapes retention and satisfaction strategies at scale
• Innovation Leadership: Champions forward-thinking service delivery models
• Executive Collaboration: Partners effectively with C-level leaders across the organization

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

All your information will be kept confidential according to EEO guidelines.