Director of Client Engagement & Success in United States at Jobgether
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Job Description
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Client Engagement & Success based in the United States.
This is a senior, mission-critical leadership role responsible for shaping and scaling the end-to-end client and family experience within a high-impact digital health environment. You will lead strategy and execution across client engagement, retention, and care coordination, ensuring families receive consistent, empathetic, and effective support throughout their care journey. The role blends operational leadership, systems thinking, and deep human-centered care, with a strong emphasis on addressing real-world barriers that affect access and continuity of treatment. You will act as a key escalation point for complex and high-need cases while also building scalable frameworks, processes, and AI-enabled workflows to improve outcomes at scale. Working cross-functionally with clinical, operations, and product teams, you will help align systems around patient success and family empowerment. This is a highly strategic and hands-on leadership opportunity in a fast-moving, remote-first organization focused on meaningful healthcare impact.
- Define and lead the end-to-end client and family engagement strategy to drive retention, continuity of care, and positive treatment outcomes.
- Oversee the full client journey from intake through assessment, treatment, and discharge, ensuring a seamless and supportive experience.
- Act as the senior escalation point for complex, high-need, or crisis situations requiring advanced empathy, judgment, and problem-solving.
- Identify and address Social Determinants of Health (SDOH) that may impact access to care, treatment adherence, and family stability.
- Build and maintain strong networks of community partners, external agencies, and specialized care resources to support families holistically.
- Develop scalable engagement frameworks, including a “Family Success Playbook,” to standardize best practices across the organization.
- Partner closely with clinical, operations, and product teams to align engagement strategies with care delivery and operational execution.
- Design and implement AI-enabled workflows and predictive tools to improve engagement efficiency, anticipate barriers, and enhance family support.
- Oversee clinical appeals, peer-to-peer processes, and utilization-related case resolution, ensuring strong outcomes and systemic insights.
- Translate complex client and social barrier data into actionable insights for senior leadership and continuous improvement initiatives.
- Master’s degree in Social Work (MSW), Psychology, Human Services, Healthcare Administration, or a related clinical field preferred.
- 7+ years of experience in care coordination, case management, family advocacy, or client success within healthcare or human services settings.
- Proven leadership experience, including managing managers or leading large-scale client-facing teams.
- Deep understanding of Medicaid systems and the challenges faced by families navigating autism-related care pathways.
- Strong experience in digital health, healthcare operations, or tech-enabled care environments.
- Demonstrated ability to manage high-acuity, high-empathy caseloads with professionalism and emotional intelligence.
- Strong strategic thinking and resource mapping skills, including knowledge of community and financial support systems.
- Ability to translate qualitative social and behavioral insights into structured data and executive-level recommendations.
- Excellent cross-functional collaboration and communication skills, with experience working across clinical, operations, and product teams.
- Comfort using data, AI tools, and automation to improve workflows, scalability, and client engagement outcomes.
- Competitive annual salary ranging from $153,000 – $178,500 USD.
- Fully remote work environment within the United States.
- Flexible working hours with an async-friendly culture.
- Opportunity to lead high-impact initiatives that directly improve family and child healthcare outcomes.
- Collaborative, mission-driven environment focused on innovation in digital health and care delivery.
- Strong emphasis on autonomy, ownership, and strategic influence at the leadership level.