Senior Director, Quality & Client Success – Healthcare Consulting
ICP
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $154,400 - $210,000 per year
Job Level
About the role
- provide enterprise-level leadership for Sellers Dorsey’s Quality Advisory and Client Success functions
- own the end-to-end client lifecycle—from solution design and advisory delivery through adoption, value realization, retention, and expansion
- scale market-ready Quality Advisory offerings and a best-in-class Client Success operating model
- drive integration, operational excellence, and client outcomes
- establish clear success definitions, client tiering, engagement models, and advisory pathways aligned to client segments
- maintain executive accountability for client satisfaction, retention, renewals, and advocacy
- serve as executive sponsor for priority or at-risk clients, ensuring rapid issue resolution and value realization
- lead and develop a high performing Quality & Client Success leadership team
- standardize and scale QBRs as a core protocol across the client portfolio
- operationalize and continuously refine Quality Advisory offerings, scopes, playbooks, and delivery models
- ensure consistent, high-quality execution of engagements with measurable outcomes
- design and operationalize a structured client lifecycle framework spanning onboarding, adoptions, ongoing engagement and value realization
- establish and own KPIs across client health, adoption, retention, NPS, utilization, and time-to-value
- partner with Sales/Business Development on solutioning, proposals, renewals, and expansions
Requirements
- Bachelor’s degree in Business, Healthcare Administration, Public Health, Information Systems, or related field
- Advanced degree preferred
- 12–15+ years of experience in Client Success, Customer Success, Account Management, or Professional Services
- 5+ years in senior leadership roles managing managers and multi-disciplinary teams
- Experience in healthcare, healthcare SaaS, analytics, or consulting environments
- Demonstrated ownership of retention, renewals, expansion support, and executive client relationships
- Deep understanding of healthcare quality measurement, performance improvement, and value-based care
- Executive‑level client presence and communication
- Strong people leadership and organizational design skills
- Data‑driven decision‑making and performance management
- Ability to translate complex analytics or technology into client value
- Comfort operating in matrixed, fast‑growth environments
- Experience leading Client Success in a scaling organization preferred
- Exposure to technical solutioning, enablement, or pre‑sales engineering preferred
- Experience partnering closely with Sales and Product organizations preferred
- Proficiency with MS Word, Excel, PowerPoint, and collaboration tools
- Experience with CRM tools, project tracking tools (e.g., Smartsheet), or client success platforms preferred
- Ability to travel as needed
Benefits
- eligible to participate in our annual Corporate Incentive Plan (CIP) that can range to up to 20% of annual salary
- enroll in group healthcare plans that offer medical, dental, and vision
- insurance plans offering short term disability, long term disability, and basic life
- enroll in Sellers Dorsey’s 401k plan
- Flexible Time Off that allows employees to use what they need
- 10 paid holidays throughout the calendar year
- paid time off for qualifying medical leave
- up to 12 weeks of combined paid parental and bonding leave
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
client successcustomer successaccount managementprofessional serviceshealthcare quality measurementperformance improvementvalue-based caredata-driven decision-makinganalyticssolution design
Soft Skills
leadershiporganizational designcommunicationclient relationship managementproblem-solvingteam developmentexecutive presenceadaptabilitystrategic thinkingcollaboration