Director, RCM Client Success

Salary: [Not Specified] Location Type: [Not Specified] Employment Type: [Not Specified]

We are united in our mission to make a positive impact on healthcare. Join Us!

• South Florida Business Journal, Best Places to Work 2024
• Inc. 5000 Fastest-Growing Private Companies in America 2024
• 2024 Black Book Awards, ranked #1 EHR in 11 Specialties
• 2024 Spring Digital Health Awards, “Web-based Digital Health” category for EMA Health Records (Gold)
• 2024 Stevie American Business Award (Silver), New Product and Service: Health Technology Solution (Klara)

Who we are:

We Are Modernizing Medicine (WAMM)! We’re a team of bright, passionate, and positive problem-solvers on a mission to place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is a world where the software we build increases medical practice success and improves patient outcomes. Founded in 2010 by Daniel Cane and Dr. Michael Sherling, we have grown to over 3400 combined direct and contingent team members serving eleven specialties, and we are just getting started! ModMed's global headquarters is based in Boca Raton, FL, with a growing office in Hyderabad, India, and a robust remote workforce across the US, Chile, and Germany.

ModMed is hiring a driven Director, RCM Client Success to join our positive, passionate, and high-performing RCM (aka BOOST) team, focused on managing a portfolio of Client Success Managers across a specialty or segment of the business. This is an exciting opportunity to provide strategic oversight to ensure exceptional client satisfaction, measurable business outcomes, and long-term client retention within a fast-paced Healthcare IT company that is truly Modernizing Medicine!

In this role, 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. The Director will lead the development of scalable management practices, guide client segmentation strategies, and serve as a senior point of escalation for complex client issues. This role also plays a critical part in talent development, succession planning, drives strategic initiatives, and initiates organizational improvements based on client insights.

Your Role:

• Collaborate closely with executive leadership, internal stakeholders, and client senior leadership to ensure alignment of strategic goals, operational execution, and customer experience.
• 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.
• Provide strategic guidance, mentoring, and coaching to direct reports to elevate team performance and client outcomes.
• Foster a culture of accountability, collaboration, and client advocacy.
• Create and oversee workforce planning models to support scalable team capacity and resource allocation.
• Support talent development by identifying leadership potential, creating development plans, and supporting succession planning.
• Collaborate with RCM CS Operations to ensure teams

Application Instructions:

[Not Specified]

Company Information:

[See "Who we are" section above for company information and awards.]