ABOUT TIMEDOC HEALTH Founded in 2015, TimeDoc Health is a leader in virtual care management programs - one of the largest and fastest-growing markets in healthcare. Our solutions portfolio includes Advanced Primary Care Management (APCM), Chronic Care Management (CCM), Remote Patient Monitoring (RPM), and Behavioral Health Integration (BHI). We enable providers to deliver truly continuous, comprehensive care by helping them establish care management programs for patients with chronic and behavioral health conditions.
Our solutions combine a care management SaaS platform, remote patient monitoring devices, and virtual care management services to provide the personal touch often missing in healthcare. Since our inception we have supported more than 2 Million unique patients and delivered more than 3 Million hours of chronic care support. Are you ready to make a real impact? Apply now.
THE ROLE
The Client Success Director plays a critical role in the implementation of TimeDoc’s software and services and the ongoing management of key client relationships. This individual will coordinate across internal teams and external stakeholders to ensure healthy, long-term partnerships and help clients achieve their clinical and revenue goals. Reporting to the Sr. Director of Client Success as part of the Go-To-Market team, this role is ideal for a client-focused professional who is ready to roll up their sleeves, help build a world-class client experience, and grow with us as we scale.
CORE COMPETENCIES Strategic Thinking. Leverages knowledge of industry and market trends to develop long-term, vision-aligned strategies and business plans. Adapts approaches as conditions evolve. Executive Presence. Projects confidence, credibility, and influence. Communicates clearly and effectively, building trust with clients at all organizational levels. Presentation Excellence. Presents TimeDoc service offerings in an engaging, professional manner.
Tailors messaging to the priorities and context of each client. Solution Orientation. Applies a deep understanding of client needs to effectively position TimeDoc’s solutions. Connects product capabilities directly to client outcomes. Execution & Follow-Through. Delivers on commitments consistently; communicates proactively when timelines are at risk. Achieves expected results with minimal supervision. Results-Driven Accountability.
Takes personal ownership of client outcomes and business results. Consistently meets or exceeds performance expectations; keeps focus on delivering measurable client value. Relationship Building. Cultivates trusted, long-term partnerships with client stakeholders. Understands that strong relationships are foundational to retention, expansion, and advocacy. Consultative Approach. Gains a deep understanding of customer business objectives, constraints, and success metrics.
Creates value-added solutions and helps clients understand downstream implications of key decisions. Negotiation & Influence. Engages in effective persuasion and conflict resolution to achieve mutually beneficial outcomes. Seeks win-win solutions and navigates competing priorities with diplomacy. Business Acumen. Understands how healthcare organizations operate and make decisions. Stays current on market trends, policy changes, and emerging technologies that affect clients.
RESPONSIBILITIES Client Relationship Management 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. Product & Service Expertise 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. Growth & Upsell Execution 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.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
TimeDoc is a platform that helps clients with user setup, integrations, and data mappings. It provides in-depth knowledge of its features, workflows, and limitations to serve as a product expert.