Job Description Summary:ModMed is hiring a
Director, Enterprise RCM Client Success, who will manage a portfolio of Client Success Senior Managers and Managers across a specialty or segment of the business. This role provides strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention. The Director will develop scalable frameworks to align service delivery across clients of varying size and complexity, build strong partnerships with executive-level client stakeholders, and translate organizational goals into actionable plans for their teams.
Your Role: - Lead the development of scalable management practices, guide client segmentation strategies, and serve as a senior point of escalation for complex client issues.
- Collaborate closely with executive leadership, internal stakeholders, and client senior leadership to ensure alignment of strategic goals, operational execution, and customer experience.
- Provide strategic oversight and leadership across a portfolio of accounts:
- Lead a team of Senior Managers and Managers overseeing Client Advisors supporting a diverse book of business by specialty or client tier.
- Drive adoption and execution of consistent client management frameworks and standard operating procedures.
- Align Client Success objectives with company goals, ensuring clients receive quantifiable value from services and technology.
- Serve as an executive escalation point for critical client issues, ensuring resolution strategies protect revenue and client trust.
- Identify trends across the portfolio to develop proactive initiatives addressing churn risk, underperformance, or service delivery gaps
- Partner with internal teams to guide enhancements to workflows, processes, tools, and client-facing deliverables.
- Oversee performance metrics and lead quarterly business reviews for high-value clients as needed.
- Champion customer voice initiatives across departments, ensuring client perspectives shape service evolution and business strategies.
Skills & Requirements:- Bachelor's degree required. MBA or Health Administration, preferred. Field of study in Business, Healthcare Admin, or related field
- 10+ years of client-facing experience in RCM, SaaS, or healthcare services
- 5+ years leading client-facing teams, including experience managing managers
- Experience supporting enterprise clients or complex healthcare systems
- Proven success in building and scaling customer success frameworks
- Ability to influence and collaborate cross-functionally at all organizational levels
- Executive presence and experience communicating with C-Suite stakeholders
- Expertise in medical billing, revenue cycle processes, and healthcare delivery models
- High proficiency in Excel, data interpretation, and visual presentation of performance trends
- Strong judgment and critical thinking to guide client strategy and internal decision-making
- Demonstrated experience in managing through change and leading through ambiguity
- Exceptional communication, coaching, and storytelling abilities
ModMed Benefits Highlight: At ModMed, we believe it's important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
United States- Comprehensive medical, dental, and vision benefits, including a company Health Savings Account contribution,
- 401(k): ModMed provides a matching contribution each payday of 50% of your contribution deferred on up to 6% of your compensation. After one year of employment with ModMed, 100% of any matching contribution you receive is yours to keep.
- Generous Paid Time Off and Paid Parental Leave programs,
- Company paid Life and Disability benefits, Flexible Spending Account, and Employee Assistance Programs,
- Company-sponsored Business Resource & Special Interest Groups that provide engaged and supportive communities within ModMed,
- Professional development opportunities, including tuition reimbursement programs and unlimited access to LinkedIn Learning,
- Global presence and in-person collaboration opportunities; dog-friendly HQ (US), Hybrid office-based roles and remote availability for some roles,
- Weekly catered breakfast and lunch, treadmill workstations, Zen, and wellness rooms within our BRIC headquarters.
