[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.

Responsibilities

• 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
• 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
• 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

Skills

• 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

Benefits

• Base 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.

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