Director of Client Success

About Enjoin

At Enjoin, your work makes a meaningful impact. We partner with hospitals and health systems nationwide to improve documentation accuracy, strengthen compliance, and ensure patient care is accurately represented. By combining deep clinical and coding expertise with advanced technology, our team delivers measurable results that support better patient outcomes and appropriate reimbursement.

We're committed to building a collaborative, high-performing culture where people are supported, challenged, and empowered to grow. With more than 200 professionals and a national network of clinical experts, you'll work alongside talented colleagues who value collaboration, innovation, clinical excellence, and a shared commitment to delivering exceptional results.

Proudly Great Place to Work® Certified for three consecutive years, we're dedicated to creating an environment where our people can do their best work while making a real difference.

Job Summary

The Director, Client Success owns a portfolio of hospital and health system accounts and is responsible for client health, retention, renewals, and expansion. Serving as the primary executive relationship owner, strategic advisor, and escalation point, this role builds strong partnerships with client leaders and aligns Enjoin’s pre-bill revenue integrity solutions with their financial, compliance, and operational priorities.

The Director leads strategic account planning, monthly operational reviews, and quarterly business reviews to demonstrate measurable value, monitor performance, and advance client goals. This role also identifies and closes expansion opportunities, leads renewal strategy, and represents the voice of the client across Enjoin. Working closely with internal teams, the Director supports smooth onboarding, effective service delivery, and timely resolution of client concerns. This is a remote position with up to 25% travel.

What You'll Do

• Own client relationships and portfolio performance. Manage assigned hospital and health system accounts, with accountability for client health, satisfaction, retention, and growth.

• Build executive partnerships. Develop relationships with C-suite leaders and stakeholders across revenue cycle, finance, clinical documentation integrity (CDI), HIM/coding, and physician leadership.

• Serve as a strategic advisor. Understand client priorities and align Enjoin’s services with their evolving financial, compliance, and operational needs.

• Lead strategic account planning. Maintain account plans that outline client goals, key stakeholders, performance targets, risks, expansion opportunities, and renewal timelines.

• Lead performance and business reviews. Conduct monthly operational reviews and quarterly business reviews, presenting performance, financial impact, partnership priorities, and action plans.

• Monitor client health and resolve escalations. Identify risks early, coordinate root-cause analysis and resolution, and keep clients informed through follow-through.

• Drive account expansion. Identify, develop, and close upsell and cross-sell opportunities that address client needs and grow account revenue.

• Lead renewal strategy. Plan renewals well ahead of contract dates and partner with commercial teams, Legal, and Finance on amendments, pricing, contract terms, and service-level agreements (SLAs).

• Coordinate across teams. Partner with Implementation on onboarding and operational handoffs, and collaborate with Operations, clinical and physician leadership, Analytics, Product, Sales, Finance, and Legal to support effective service delivery.

• Support client education and adoption. Coordinate with Learning and Development to help client teams understand and fully utilize Enjoin’s services.

• Represent the voice of the client. Translate client feedback and emerging needs into actionable input for internal teams and executive leadership.

• Maintain accurate reporting. Keep account information, expansion pipelines, and forecasts current in the CRM, and contribute to client success playbooks, reporting, and best practices.

Qualifications

Required

• Bachelor’s degree in Business, Healthcare Administration, Communications, or a related field.

• Eight or more years of professional experience, including three to five years in client success, account management, or customer experience.

• Proven experience managing a portfolio of enterprise B2B or healthcare accounts and driving retention, satisfaction, and growth.

• Demonstrated ability to build relationships and communicate effectively with C-suite leaders.

• Demonstrated success owning expansion revenue, including identifying, developing, and closing upsell and cross-sell opportunities.

• Experience leading renewal strategy and partnering with Legal and Finance on contracts, SLAs, and negotiations.

• Strong analytical skills, with the ability to interpret performance data, connect findings to business outcomes, and develop presentations for executive audiences.

• Experience working with CRM platforms.

Preferred

• Deep experience in healthcare revenue cycle, such as mid-revenue cycle, CDI, coding, or denials management.

Work Environment & Expectations

• Fully remote, with company-issued computer equipment provided
• Monday - Friday during regular business hours
• Must maintain a secure home workspace and reliable high-speed internet connection
• Must maintain strict HIPAA compliance and confidentiality
• Demonstrate accountability, professionalism, and proactive communication

Why Enjoin

We offer a comprehensive total rewards package designed to support our team members professionally and personally, including:

• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Generous paid time off plus eight paid holidays
• 100% remote work environment with company-provided equipment
• Professional development, leadership training, and internal growth opportunities
• Recognition programs and performance-based rewards
• Employee wellness resources and discount programs
• A collaborative, people-first culture recognized as a Great Place to Work® for three consecutive years

Equal Employment Opportunity

Enjoin is committed to fostering a diverse and inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.