Regional Director of Client Success

Job Description

Job DescriptionDescription:

ABOUT PEOPLEONE HEALTH:

PeopleOne Health is one of the fastest-growing providers of value-based primary care and has earned the best-in-class member satisfaction scores. We deliver exceptional healthcare that reduces costs and significantly improves health outcomes by focusing on preventive care, behavior change, and keeping people healthier. The key to our successful culture is living our motto: care for yourself; care for each other; care for our members.

JOB SUMMARY:

The Regional Director of Client Success is responsible for leading the strategy and execution of initiatives to drive client satisfaction. This role ensures that client satisfaction remains high through strategic planning, performance management, and process optimization. The Regional Director works closely with cross-functional teams to drive initiatives that enhance the client experience, streamline operations, and foster long-term relationships with clients.

SUPERVISORY RESPONSIBILITIES:

• This position provides supervision to others: Yes
• Manages and mentors client success managers and client experience coordinators, and support teams across designated regions.
• Provides guidance and performance evaluations to ensure consistent delivery of high-quality service.
• Collaborates with regional leaders to implement standardized best practices across sites.

ESSENTIAL JOB FUNCTIONS:

• Responsible for the full client lifecycle from implementation to ongoing client management
• Develop and execute client strategies to improve retention, reduce churn, and increase client lifetime value
• Execute scalable client onboarding, engagement, and renewal processes.
• Define and track client goals and success metrics
• Work closely with Sales, Product, Marketing, Clinical, and Support teams to ensure a consistent and high-quality client experience
• Oversees the resolution of complex client issues and escalates concerns as necessary to ensure timely and effective outcomes.
• Ensures compliance with regulatory standards and company policies related to patient care and client support.

Requirements:

SKILLS & ABILITIES:

• Exceptional leadership, communication, and interpersonal skills.
• Strong analytical skills with the ability to interpret data and develop actionable insights.
• Proven expertise in client relationship management and customer service excellence.
• Ability to manage multiple projects and priorities across various locations.
• Proficiency with customer relationship management (CRM) systems, data analytics tools, and standard office software.

EDUCATION & CERTIFICATIONS:

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

EXPERIENCE:

• Minimum of 7-10 years of experience in client success, healthcare operations, or related fields.
• At least 3 years in a leadership or regional management role within a healthcare or outpatient setting.
• Proven track record of implementing strategic initiatives that improve client and patient satisfaction.

PHYSICAL REQUIREMENTS:

(The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the position’s essential functions.)

• Office or other indoor work with minimal physical demands such as occasionally lifting/moving materials less than 25 pounds.